What is CX?

The Impact of Customer Experience on Business Success

Customer experience (CX) is critical in driving growth across industries like healthcare, pharma, and consumer goods. Effective CX strategies can lead to:

3X

Increase in Shareholder Value

15-20%

Boost in Sales Conversion

10-20%

Improved Customer Satisfaction

However, many businesses face challenges such as resource constraints, underperforming campaigns, and the complexities of technology and AI. Addressing these issues is key to unlocking the full potential of CX.

Pervasive Challenges Impede Growth

For healthcare professionals 80% of impact is based on the customer experience. 89% of patients in the U.S. turn to Google first, before their doctor.

Limited Resources: Tight budgets, insufficient talent, and constant pressure to do more with less.
Underperforming Campaigns: Difficulty in scaling campaigns and products to meet target results.
Complex Technology: Navigating the complexities of data, AI, and underutilized systems.
Industry-Specific Barriers: Particularly in healthcare and pharma, achieving end-to-end CX transformation remains a challenge due to constant industry changes and risks.

Persistent Barriers to Customer Experience Progress

Many organizations struggle to fully transform their customer experience (CX) due to several persistent barriers:

Disconnected
Capabilities

Unconnected systems hinder smooth operations.

Talent
Gaps

Organizational Silos and talent gaps prevent cohesive CX.

Underutilized
Systems

Underused technology slows business progress.

Leadership
Gaps

Leadership lacks understanding of CX needs.

Of the 30% of companies that achieve the intended company or customer experience transformation, only 5% hit it out of the ballpark1. Compounding this stark reality, “the share of innovation-ready companies was 20% in 2022; it was 9% in 20232”