Customer Experience (CX) makes or breaks a brand’s reputation—and profits—with customers expecting personalized experiences each time they interact. 79% of consumers say they won’t engage with brands unless they get excellent CX (See McKinsey Report).

This trend has been further accelerated with the COVID-19 pandemic, leading to massive growth in consumers relying on digital channels for day-to-day interactions. In fact, McKinsey reported that digital adoption has grown by 28-46% across a range of industries—a change that’s expected to remain permanent. Hence, CX in digital channels is the most important it’s ever been.

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