Customer experience refers to the overall perception that a customer has about a company or its products and services. This experience is the result of the total of interactions that the customer has with the company and is influenced by various touchpoints such as product quality, customer service, marketing, and branding.
In today's highly competitive market, companies are increasingly recognizing the importance of delivering excellent customer experiences. This has led to the rise of Customer-Experience (CX) services, which help organizations improve their customers' experiences and increase customer loyalty.
The market value of CX services has been growing rapidly, driven by the increasing demand for better customer experiences and the growing use of technology to support CX initiatives. According to research, the global CX services market is expected to grow from $11.14 billion in 2020 to $21.98 billion by 2026, growing at a Compound Annual Growth Rate (CAGR) of 12.7%.
CX services can range from simple customer feedback surveys to complex customer experience management solutions that use AI and other advanced technologies. Companies are investing in these services to gather customer insights, improve customer engagement, and enhance their overall customer experience. In conclusion, the increasing importance of customer experience and the growing demand for CX services is driving the growth of this market.