Key Performance Indicators for Customer Experience Show Strongest Improvement since 2021 - Adoption of AI and Customer-First Strategies Fuel Gains
Summary
Susan McDaniel, Co-Founder and COO of Execs In The Know noted, "As brands push for digital transformation, AI and automation will best serve to enhance — not replace — the personal connections that define exceptional customer experiences." With 74% of brands planning to enhance their technological capabilities, CX leaders recognize the importance of delivering consistent and efficient customer interactions as consumers navigate across channels. Some of the most notable findings include: • 68% of CX leaders reported improvements in KPIs over the past 12 months, the highest percentage recorded since 2021. As a global community of the brightest minds in CX, Execs In The Know provides opportunities to learn, share, network, and engage in a collaborative environment. Through bi-annual Customer Response Summits, private executive communities, industry briefings, and exclusive research reports, Execs In The Know helps organizations deliver exceptional customer-first experiences.