Armed with technology, today's empowered customers simply ignore brands when they don't provide the type of engagement or experience they want. No brand wants to be ignored by customers, especially when they're spending over $1 trillion globally on marketing and advertising.
Further, empowered customers increasingly turn to real brand experiences shared online through millions of customer ratings, reviews, pictures, videos, and likes. These represent authentic customer experiences that can be more effective and powerful at shaping opinions, behaviors, and decision-making than a brand's own story, message, or ad.
CX leaders understand stronger ROI comes from investing more heavily in experiences and are redirecting money from advertising into experiences.
Watch my Why Brands Need Customer Experience video to find out more.