The importance of CX to brand growth

Our latest report finds that UK brands risk losing up to £12bn in online sales as consumers demand more human and relevant digital experiences.

Our survey of consumers, across all major sectors in the UK, found responsiveness to changing customer needs, keeping up with big tech players and better use of personal data to create digital experiences are key to brand growth.

But there’s a worrying trend for those brands who have failed to respond to changing consumer needs. Or for those with an underwhelming lack of originality in their digital experiences. And they’re at risk of losing out on a potential £12bn in online sales…

Our research found that:

1. Digital Customer Experience is key to brand growth
2. People feel there is a sea of same in digital experiences
3. People are demanding a faster pace of change in customer experience
4. People want a more human experience in digital