Why Customer Experience (CX) Matters Related Articles Customer Experience Matters Why CX Matters and How to Improve It What Is Customer Experience Management and Why It Matters The Difference Between Customer Experience and Customer Service 560 Filed under - Video, CX, Nikki Quinn, Playvox Nikki Quinn at Playvox explains why customer experience (CX) matters to contact centres. Why CX Matters 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. 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. I think it also drives buyers’ decision-making because there’s so many options and more power than ever to choose nowadays for customers. Nikki Quinn 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. 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. 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: 20th Nov 2023 Read more about - Video, CX, Nikki Quinn, Playvox Recommended Articles Customer Experience Matters Why CX Matters and How to Improve It What Is Customer Experience Management and Why It Matters The Difference Between Customer Experience and Customer Service Related Reports eBook: How to Collect and Act on the Right Customer Insights Guide: Creating a Culture of Compassion in Retail Contact Centers Guide: Five Steps to Mastering Conversation Intelligence White Paper: Counting the Cost of CX for Financial Services Contact Centers Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter