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Study: Exceptional customer experience translates to profitability
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According to a new report released by Accenture, a large majority (77%) of CEOs said they will fundamentally change how their companies interact with customers as a priority to drive business growth.
The report, titled “The Business of Experience (BX)” and led by Accenture Interactive, is based on survey research with over 1,550 executives across 21 countries and 22 industries to understand the role that the customer experience plays in driving long-term business growth, durability and relevance.
According to the research, companies that focus their entire organization around delivering exceptional experiences for their customers, employees, and society grow their profitability year-on-year at rates which are at least six times that of their industry peers.