A Look Inside the Evolution of Customer Experience

Customer experience has evolved in exciting ways in the past few years. Michael Iacobucci, CEO at Interactions Corporation, cites two major reasons for this industry-wide evolution: the increasingly critical need for better customer experiences as a brand differentiator, and the AI advancement to enable those experiences. According to a recent survey, 75% of customers say they will pay more to do business with a company that provides good CX. "Exceptional customer service is not optional for today's businesses," Iacobucci said. "In order to succeed, CX must be a top priority."