In our survey of companies with at least $500 million in annual revenues, only 11% of respondents thought their company was a customer experience leader in their industry (or across industries). But 65% of respondents think their executive team has a goal to be customer experience leaders within three years.
My take: Obviously, two-thirds of companies won’t end up leading their industry. But this ambition highlights the focus that companies are starting to give to customer experience. Hopefully, these collective efforts will raise the level of customer experience across industries. That would be very good for customers; and of course, very bad for companies that aren’t as ambitious.
The bottom line: Customer experience is on the rise.