Nov 4, 2023
Colin sometimes struggles with a glass-half-empty disposition. He blames it on being born British. He felt it keenly when gathering the following 14 statistics for this episode. There are a mix of game-changing opportunities, including missed ones, and some acute risks facing organizations next year.
Ryan is American, a population Colin characterizes with as a glass-half-full disposition. He hopes by sharing these numbers gathered from reputable sources, that his American cohost might view these numbers with a bit more positivity.
Will Colin be disappointed? Maybe, maybe not.
For example, one statistic says by applying certain principles, organizations can expect 85 percent increase in sales growth and more than 25 percent in gross margins. It sounds great because it is.
However, another statistic shows that only 30 percent of organizations have improved their experiences enough to satisfy customers over the last ten-plus years, and it’s getting worse not better. It does not sound great because it isn’t.
This episode explores 14 statistics from reputable sources that present some compelling numbers regarding the whole Customer Experience movement—and what can happen if you ignore it or focus your efforts on less impactful components. From opportunities to risk, don’t miss out on this episode before you start planning your next year.
Here are some other key moments in the discussion:
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