Today, 89% of companies compete primarily on the basis of customer experience – up from just 36% in 2010. 80% of companies believe they deliver “super experiences,” unfortunately there’s a perception gap in those numbers, because only 8% of customers agree.
In other words, it’s 2019 and while CX has advanced significantly, companies still have a long way to go in a world where customer expectations are lapping businesses. Now more than ever, there is a need to drive more emotional connections and subsequently real value over the phone. The key to success is making connections with your customers over the phone.