Customer Experience More Important than Price by 2020

We all know that Customer Experience Management (CXM) works. Plenty of research statistics are available that prove that it does. But how important is CXM going to be in the next few years? A new report that has been published by Walker, titled Customers 2020, explains that the customer experience is ...

Retail Customers Happy to Pay More for good CXM

We all know that a good customer experience is something that consumers appreciate. Pure logic dictates that this must be true. However, how do we quantify how much consumers appreciate being taken care of well? Defaqto Research has just published the results of a survey that targeted retail customers. The survey ...