5 Emerging Technologies That Are Reshaping Customer Experience

For many organizations, customer experience is becoming increasingly important. It’s not about what is delivered to customers, but how it's delivered. Forrester defines customer experience (CX) as "how customers perceive their interactions with your company." But it's much more than that; according to Deloitte, CX measures how customers feel about a company overall and include the emotional, physical, psychological connection customers have with a brand. It isn't a one-off interaction, but rather includes the entire customer lifecycle and every touchpoint a customer has with a product or service.

CX is important for a business because it is a determining factor as to whether or not a customer is likely to be a loyal one. In fact, 60 percent more customers are willing to pay for better customer experience. What's more, organizations who invest in delivering a better customer experience are likely to see a 70 percent increase in revenue over three years.