Why does customer experience matter to a company?

For companies in the know, customer experience (CX) isn’t just something to think about, it’s a critical component of success! According to a Walker study, CX will overtake price and product as the most important factor in a customer’s buying decisions by the end of 2020.  

The prioritization of CX in the customer’s mind can largely be attributed to advancements in support technology. As companies have adopted AI-powered chat tools, automated self-service portals and more, the general public has begun to raise their experience expectations accordingly. 


Simply put, customers expect companies to deliver intuitive, convenient, and easily accessible service before, during, and after a sale. For this reason among others, CX must be a priority for organizations that want to win.