According to a recent survey, the vast majority (81%) of CX leaders say their companies will compete nearly solely on experience within the next few years, but the percentage of companies that have an established relationship between CX and business outcomes is significantly lower.
Recent Google research revealed that 53% of visitors abandon a mobile website that fails to load after three seconds. However, after testing 900,000 mobile sites globally, it found that the average loading time for a mobile page is 22 seconds.
Indeed, in a study we conducted earlier this year with YouGov, more than 40% of all consumers and more than half of 18- to 24-year-olds told us they are more impatient today than they were five years ago.
While 36 percent of marketers say that the market has become more cluttered and confusing over the last five years—both online and offline—31 percent say that they are able to provide better customer experiences due to the accessibility of customer intelligence that enables them to become more relevant to customers.
Only 16 percent of marketers feel that their organizations are delivering customer experiences that truly fulfill their brand promises, while two-thirds (66 percent) say their efforts in this area are hit or miss, and 14 percent say they are completely missing the mark.