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KEY CUSTOMER EXPERIENCE STATISTICS YOU NEED TO KNOW - 2022

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88% of companies now prioritise customer experience in their contact centres.

More than two-thirds of companies now compete primarily based on customer experience.

Only 44% of organisations will increase their investment in their CX initiatives.

PWC found that the number of companies investing in the omni-channel experience has jumped from 20% to more than 80%.

Adobe recently found that companies with the most robust omni-channel customer engagement strategies enjoy a 10% YOY growth, a 10% increase an average order value and a 25% increase in close rates.

57% of customers won't recommend a business with a poorly designed website on mobile.

84% of companies who claim to be customer-centric are now focusing on the the mobile customer experience.

90% of customers report having a poor experience when seeking customer support on mobile devices.

The most common complaints are navigation, site search and load times:

  • 90% - incorrect display/difficult to navigate

  • 75% - search results unhelpful

  • 40% - slow load time

  • 20% - site not searchable

72% of customers will share a positive experience with six or more people.

If a customer is unhappy, 13% of them will share their experience with 15 or more.

Only 1 in 26 unhappy customer complain.

92% of customers would completely abandon a company after two or three negative interactions.

67% of customers prefer self-service over speaking to a company representative.

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91% of customers would use an online knowledge base if it were available and tailored to their needs.

By 2023, Gartner estimates that customer-owned bots will automatically raise a billion service tickets.

In 2019, 25% of all customer interactions through AI and machine learning.

90% of companies are now planning to deploy AI within three years, and this number will grow to 40% by 2023.

With 9 out of 10 businesses competing mainly on customer experience, organisations that take customer experience seriously will stand out from the noise and win loyal customers over.

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