Customer experience (CX) has always been vital for the success of any business — and the pandemic has only reinforced its importance. Research from global management consulting company McKinsey shows that organizations enhancing CX can boost sales by up to 7% and profitability by 1% to 2%, while improving overall shareholder returns by 7% to 10%.
And with the horizon for the global economy remaining uncertain, CX is increasingly being viewed as a key strategic differentiator as enterprises face increased pressure to keep top lines growing against economic headwinds, according to Nikhil Sethi, partner at KPMG India.
