While the customer experience concept is not new, the dawn of the internet opened the world’s eyes to the importance of the user experience. This spawned a new field with significant influence over how organizations deliver value and interact with customers.
More and more, as customers increase their expectations of brands, they will continue to demand faster responses. Gone are the days when brands had the luxury of waiting a day to respond to an email. In reality, the majority of consumers expect responses to their inquiries in under 10 minutes—across all channels.