Customer experience (CX) is more than just good service – it shapes how people feel about a business.
In a competitive market, where products and services can be similar, CX is often the key differentiator.
To find out more, we asked Nikki Quinn, Senior Solutions Consultant at Playvox, to explain the importance of Customer Experience (CX) in contact centres and customer service.
Video: Why Customer Experience (CX) Matters
Watch the video below to hear Nikki explain why customer experience (CX) matters to contact centres:
With thanks to Nikki Quinn, Senior Solutions Consultant at Playvox, for contributing to this video.
4 Reasons Why Customer Experience Matters in Contact Centres
1. CX Defines Brand Reputation
Reputation is everything. Customers remember how they are treated, and their experiences influence how they view a brand.
“Reputation, reputation, reputation, would be my answer to that. It’s an absolute differentiator in a marketplace where really there’s not that much difference.
CX is the glue that holds everything together ultimately. It defines how people feel about the business and the brand that they are engaging with.
And it’s the impression that it leaves on a person.”
A strong CX strategy helps build trust and positive perceptions.
2. It Impacts Customer Loyalty
Good CX keeps customers coming back – every interaction, across every channel, plays a role in retention.
“So it encompasses everything really. Every stage, every conversation, every interaction that takes place over time. And of course, across a variety of channels.
And all of this ultimately drives acquisition of new customers, retention of those existing customers, their loyalty, and their advocacy.”
When contact centres deliver consistent and positive experiences, customers are more likely to stay loyal.
3. It Drives Buying Decisions
Customers have more options than ever and their experience with a company affects whether they choose to do business with them, as Nikki explains:
“I think it also drives buyers’ decision-making because there’s so many options and more power than ever to choose nowadays for customers.
So really, they’re the driving force behind who they do business with. And I feel that if you give customers an experience that is both personal and memorable, then you’ll win more than just their wallet share.”
A personal and memorable experience can be the deciding factor.
4. Customers Are Willing to Pay More for It
Many consumers are happy to spend more on products and services that provide a great experience.
“And it’s no secret, is it, that there’s a high number of consumers that are willing to pay more for products and services that deliver that positive customer experience.”
Prioritising CX isn’t just good for customers – it’s good for business.
If you are looking for more great video insights from the experts, check out these videos next:
- The Difference Between Customer Experience and Customer Service
- What Is Average Handling Time and How Do You Measure It?
- Five Steps to Map Customer Journeys
Author: Nikki Quinn
Reviewed by: Robyn Coppell
Published On: 10th Jan 2023 - Last modified: 30th Apr 2025
Read more about - Video, CX, Nikki Quinn, Playvox
