Illustration of the CX strategy for 2020

In 2020 excellence in customer experience remains the best bet for businesses to influence their customers and increase retention. Find out what to include in your CX strategy to make an impact and improve customer satisfaction this year.



CX drives over two-thirds of customer loyalty, outperforming brand and price combined (Gartner)
73% of customers point to CX as an important factor in their purchasing decisions (PwC)
90% of brands are still failing to meet CX expectations (Acquia)
87% of those who received a great customer experience are very likely to purchase more from the same company (Temkin Group)


Customers expect top-quality service along their journey. With the increasing number of touchpoints, seamless omni-channel experiences are vital in building trust and forming emotional brand connections. Everything from messaging and branding to the ordering process and experiences on the day should be integrated and personalised.

Disney is a great example of a business which provides visitors with seamless omni-channel experiences. It all starts with their user-friendly website where you can book your Disneyland trip and plan it using My Disney Experience tool. You can make dining reservations, search theme park maps, get real-time wait times and secure a Fast Pass. With MagicBand you can redeem your FastPass selections, unlock your hotel room, connect Disney PhotoPass, and more. Such a multi-channel integration is what makes Disney a successful, memorable attraction that customers want to visit time and time again.

To evaluate your omni-channel experience, we recommend implementing a multi-channel feedback survey strategy using physical survey kiosks, online surveys and in-app customer satisfaction surveys. Find out about our multi-channel customer feedback surveys.



Foster positive experiences at every stage of the customer journey by always making decisions with the customer in mind. A true customer-centric business involves all employees, across every department. So, ensure everyone is fully committed to the customer-centric ethos.

Learn more about how to build a customer-centric business.

Customer feedback at every touchpoint illustration


Better employee experience (EX) is key to improving CX. In 2020, invest in employee engagement by continuously capturing and acting on your staff’s feedback. Deploy a Voice of Employee programme as a part of your CX strategy to create a better workplace that will motivate everyone to go the extra mile. Your staff directly impacts your customers’ experience, so take action to support, develop and engage them.

Measure employee engagement, improve retention and identify areas that need improvement with our employee engagement survey software.

Read more about how you can boost customer satisfaction with employee engagement.



Implement a Voice of Customer programme and integrate it with your CX strategy to grow customer loyalty and get ahead of your competition. Use data from customer feedback surveys to inform decisions on how to improve and personalise the customer journey. Voice of Customer insights will help you understand different customer segments, their needs as well as pain-points. That way you can resolve any problems, identify and prioritise investment opportunities, and ultimately, enhance customer experience.

Find out how to build a successful VoC strategy.

By Natalia Kaczmarek