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Insights: Whitepaper
Delivering Exceptional Customer Experience

Delivering exceptional Customer Experience (CX) can differentiate a company from its competition, so it is of little surprise that commitment to CX is now at the heart of the strategies of most global brands, with 84% of companies aspiring to be CX leaders. However, CX is becoming an increasingly complex challenge due to customers expecting “immediacy, personalization, and convenience” in their dealings with companies. This paper seeks to shed light on that challenge, presenting findings from research conducted into how tolerant customers are of poor CX, and what the primary CX irritants for customers are.


  • Introduction
  • Why CX is important
  • Understanding customer views on CX
  • Tolerance of poor customer service
  • The top four customer service irritants
  • How many chances customers give a company
  • Conclusion

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