Customer Experience (CX) vs Customer Engagement (CE): What’s the difference?

Business Development occurs when customers are put at the forefront. Being a customer-centric brand ensures great sales success in the long run along with an enhanced brand identity. Today’s customers want to be heard, valued, understood, and treated well. The super competitive market that we are in right now has no place for businesses that do not possess a customer-centric mindset.

Talisma Corporation has enabled many brands to boost their customer experience journeys with the power of robust customer engagement platforms. In today’s blog section, we will compare two cornerstones of customer-centricity – Customer Experience (CX) and Customer Engagement (CE). Proceed reading further for more information.

Customer Experience (CX)

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Customer Experience is the sum of all interactions a customer has with a respective business. In other words, CX describes the customer’s perception of your brand. Since we have said “interactions”, we meant even those interactions that did not result in sales or are as brief as five seconds, like viewing an ad. Allow us to present some data so that you can understand the importance of Customer Experience (CX) better.

  • 87% of business leaders believe that exceptional customer experience is compulsory for their organization. (Source: Smart Insights)
  • Efforts to improve customer experience can decrease customer care expenses by 33%. (Harvard Business Review)
  • Customer-focused companies increase their revenue 1.4x faster than their counterparts. (Source: Forrester)
  • More than 70% of customer experience leaders in an organization are reportedly struggling to create projects that focus on upgrading customer experience. (Source: Gartner)
  • 87% of customers would return to make another purchase from a brand if their previous experience(s) were excellent. (Source: Experience Matters)

Customer Engagement (CE)

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Customer Engagement is the emotional relationship a customer has with the brand. In simplest words, CE encompasses the interactions customers have with a brand through different platforms – social media, website, app, and more. We’ve gathered some interesting facts on Customer Engagement for your perusal as mentioned below.

 

  • It has been predicted that 40% of customer service organizations will become profit centers by becoming de facto leaders in digital customer engagement before 2025. (Gartner)
  • Companies with robust omnichannel customer engagement retain an average of 89% of their customers as compared to 33% for companies without one. (Aberdeen Group)
  • 95% of customer interactions will be through AI-powered channels by 2025. (Microsoft)
  • By 2025, it’s predicted that proactive outbound interactions will overtake reactive inbound interactions. (Gartner)
  • The pandemic increased the urgency of digital transformation, with a 65% increase in digital customer interactions. (McKinsey)

CX + CE = Enormous Business Development

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There’s a thin line between Customer Experience and Customer Engagement. When you work on enhancing CE, you eventually make CX better. The amalgamation of both CX and CE produces greater results for any business. Brands that are willing to be ahead of their competitors must come up with strategies to improve CX and CE as customers are the supreme assets for any business.

Talisma Corporation provides ultra-advanced and powerful DCEPs (Digital Customer Engagement Platforms) for businesses of all sizes and verticals. Connect with our support team today to begin your journey towards becoming a customer-centric brand with higher value.

2022-03-04T02:21:00+05:30February 1st, 2022|

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