An infographic containing 31 compelling statistics and thought-provoking quotes to add to presentations, raise at meetings or share with your colleagues to show the true value of experience. From industry leaders, research houses and brands alike, the following quotes are more relevant for CX strategies than ever before.

1. 1. Adobe https://www.adobe.com/
2. Salesforce https://www.salesforce.com/blog/2017/05/14-re-
tail-customer-experience-stats.html
3. Marketing Week https://www.marketin-
gweek.com/2016/03/04/why-market-
ers-are-failing-to-target-consumers-at-key-life-events/
4. Kristin Smaby, Customer Services Consultant http://www.kris-
tinsmaby.com/
5. Temkin Group https://twitter.com/TemkinGroup
6. visual.ly https://visual.ly/
7. Andy Yost, CMO, Gannett http://www.cmo.com/features/arti-
cles/2017/11/2/2018-predic-
tions-future-of-customer-experience.html#gs.YqThVB8
8. Ann Lewnes, SVP and CMO, Adobe http://www.cmo.com/fea-
tures/articles/2017/11/2/2018-predic-
tions-future-of-customer-experience.html#gs.YqThVB8
9. Brian Solis, Principal Analyst and Futurist, Altimeter http://ww-
w.briansolis.com/
10. Megan Burns, CEO, Experience Enterprises http://ww-
w.cmo.com/features/articles/2017/11/2/2018-predic-
tions-future-of-customer-experience.html#gs.YqThVB8
11. Dale Carnegie, Author “How to Win Friends and Influence People”
https://blogs.adobe.com/creative/what-dale-carne-
gie-can-teach-us-about-creating-a-great-customer-experience/
12. Alan B. Hart, Managing Partner of ATOMCK & Host of Marketing
Today podcast http://www.cmo.com/features/arti-
cles/2017/11/2/2018-predic-
tions-future-of-customer-experience.html#gs.YqThVB8
13. Lauren Freedman, SVP, Digital Strategy, Astound Commerce
https://www.google.co.uk/url?sa=t&rct=j&q=&esrc=s&-
source=web&cd=7&cad=rja&uact=8&ved=0ahUKEwiN8uD7rJTYAhWq
AMAKHUUDCy8QFgg-MAY&url=https%3A%2F%2Fwww.ameyo.com
%2Fblog%2Fcustomer-experience-quotes&usg=AOvVaw3FQwgKB9k3
9NzX3t4h3Glu
14. Steve Jobs https://www.google.co.uk/url?sa=t&rct=j&q=&esrc=s&-
source=web&cd=6&cad=rja&uact=8&ved=0ahUKEwiDrfvmrJTYAhUlI8
AKHXZuCjEQFgg3MAU&url=https%3A%2F%2Fwww.forbes.com%2Fsi
tes%2Fekaterinawalter%2F2014%2F03%2F04%2F40-eye-opening-cus
tomer-service-quotes%2F&usg=AOvVaw1NOSFxb6mI-aOby-00Yho0
15. Brian Solis, Principal Analyst and Futurist, Altimeter http://ww-
w.cmo.com/features/articles/2017/11/2/2018-predic-
tions-future-of-customer-experience.html#gs.YqThVB8
16. Jeff Bezos, CEO, Amazon https://www.mycustomer.com/communi-
ty/blogs/nvm/ten-inspirational-customer-service-quotes
17. SocPub https://www.socpub.com/articles/the-5-mobile-market-
ing-mistakes-infographic-14849
18. comScore http://www.comscore.com/Insights/Presenta-
tions-and-Whitepa-
pers/2017/2017-US-Cross-Platform-Future-in-Focus
19. Aberdeen Group http://www.aberdeen.com/
20. PWC http://www.pwc.com/us/en/retail-consumer/publications/re-
tailing-2020.jhtml
21. Salesforce https://www.salesforce.com/blog/2017/05/14-re-
tail-customer-experience-stats.html
22. Tom Grinsted, Google https://econsultan-
cy.com/blog/68764-10-thought-provok-
ing-quotes-about-mobile-experiences
23. McKinsey & Company http://www.mckinsey.com/insights/market-
ing_sales/why_marketers_should_keep_sending_you_emails
24. Salesforce https://www.salesforce.com/blog/2017/05/14-re-
tail-customer-experience-stats.html
25. Forrester https://go.forrester.com/wp-content/uploads/Forrest-
er_Predic-
tions_2017_-Artificial_Intelligence_Will_Drive_The_Insights_Revolution.
pdf
26. Constellation Research https://www.constella-
tionr.com/blog-news/4-telling-next-gen-customer-experience-quotes
27. Branded 3 https://www.branded3.com/blog/locationworld-2016/
28. Econsultancy https://econsultan-
cy.com/blog/68986-how-ai-is-bound-to-change-b2b-sales-and-marketi
ng-forever
29. Oracle https://www.oracle.com/webfolder/s/delivery_produc-
tion/docs/FY16h1/doc35/CXResearchVirtualExperiences.pdf
30. Chatbots Magazine https://chatbotsmagazine.com/5-chat-
bots-for-small-business-
es-to-increase-competitive-advantage-a6991585a8c6
31. Gartner https://venturebeat.com/2017/02/01/are-chat-
bots-more-conversational-or-controversial/
SOURCES
“Intelligent automation
will manage 85% of
businesses’ customer
relationships by 2020.”
Gartner
31
85%
“67% of people expect
to see/use messaging
apps when talking to
a business.”
Chatbots Magazine
30
“Eight out of 10 businesses have already
implemented or are planning to adopt AI as
a customer service solution by 2020.”
Oracle
29
“80% of marketers
predict artificial
intelligence will
revolutionize marketing
in the next few years.”
Econsultancy
28
“40% of adults now
use voice search at
least once per day.”
Branded 3
26
“Becoming the default brand choice in
a pre-programmed, AI and IoT-enabled world
will make or break businesses."
Constellation Research
27
“Investment in AI will
increase more than
300% this year.”
Forrester
25
“70% of consumers
say technology has
made it easier than
ever to take their
business elsewhere.”
Salesforce
24
NEW AND EMERGING TECHNOLOGIES
“Google says 61% of
users are unlikely to
return to a mobile site
they had trouble
accessing and 40%
visit a competitor’s
site instead.”
McKinsey & Company
61%
40%
“The shift to mobile is driven by habit... people are
often at home surrounded by devices - desktops,
laptops, smart-TVs - that are all objectively better
for content consumption than mobiles. But people
reach for their phones because they’re
habitualized to them.”
Tom Grinsted, Google
22
“75% consumers
expect a consistent
experience wherever
they engage (e.g.,
website, social media,
mobile, in person).”
Salesforce
21
“By 2020, the demand for an omnichannel
customer experience will be amplified by the
need for nearly perfect execution.”
PWC
20
“Companies with the
strongest omnichannel
customer engagement
strategies retain an
average of 89% of their
customers, as compared
to 33% for companies
with weak omnichannel
strategies.”
Aberdeen Group
19
89%
33%
“69% of digital media
time is spent on mobile.”
comScore
18
69%
“57% of users say they won’t recommend
a business with a poorly-designed mobile site.”
SocPub
17
MOBILE AND OMNICHANNEL
“If you make customers unhappy in the
physical world, they might each tell 6 friends.
If you make customers unhappy on the internet,
they can each tell 6,000 friends.”
Jeff Bezos, CEO, Amazon
16
6,000
“CX of the future should be designed like a Disney
or Pixar movie, complete with character and story
development, storyboarding, and integration into
a thoughtful and methodical universe where the
experience is consistent, integrated, and
enchanting in every moment of truth.”
Brian Solis, Principal Analyst and Futurist, Altimeter
15
"Get closer than ever
to your customers.
So close that you tell
them what they need
well before they
realize it themselves."
Steve Jobs
14
“Customers remember
the service a lot longer
than they remember
the price.”
Lauren Freedman, SVP, Digital Strategy, Astound
13
“Brands that demonstrate “true empathy”
in the experiences they deliver will win.
These experiences build powerful memories
that can disrupt categories.”
Alan B. Hart, Managing Partner of ATOMCK & Host of Marketing Today podcast
12
“When dealing with people,
remember you are not dealing
with creatures of logic,
but creatures of emotion.”
Dale Carnegie, Author, “How to Win Friends and Influence People”
11
“In 2018 we’ll see more frank public
discussions about what it means to
bring humanity back to business.
Customers and employees, alike, are
craving more trust, respect, civility,
and meaningful connection.”
Megan Burns, CEO, Experience Enterprises
10
UNDERSTANDING THE HUMAN BEHIND THE DATA
“Welcome to a new era of marketing and service
in which your brand is defined by those
who experience it.”
9
“The term ‘customer experience’ won’t exist
in the organization of the future. It will be
so deeply entrenched in a company’s product,
process, and culture that it will be synonymous
with the brand and represent the only way
to do business.”
Ann Lewnes, SVP and CMO, Adobe
8
“2018 will be the year
of servicing consumer
needs before they
even arise.
Brands leveraging the
right data and analytics
to deliver impactful
customer experiences
will rise to the top.”
Andy Yost, CMO, Gannett
7
“85% of adults believe that
a company’s mobile website
should be as good as or better
than the desktop website.”
85%
visual.ly
6
“Loyal customers are 5x as likely to
repurchase, 5x as likely to forgive,
7x as likely to try a new offering,
and 4x as likely to refer.”
Temkin Group
5
“Get to know
your customers.
Humanize them.
Humanize yourself.
It’s worth it.”
Kristin Smaby, Customer Services
“15 years ago, the average consumer typically used
two touchpoints when buying an item and only 7%
regularly used more than four. Today consumers use
an average of almost six touchpoints, with 50%
regularly using more than four.”
Marketing Wee
3
“50% consumers are
likely to switch brands
if a company doesn’t
anticipate their needs.”
Salesforce
2
50%
“Customers who had an
unpleasant experience on
your site are 88% less likely
to return to your website.”
88%
LESS
Adobe
1
THE VALUE OF GREAT CUSTOMER EXPERIENCE
31CUSTOMER EXPERIENCE
STATS AND QUOTES
Brian Solis, Principal Analyst and Futurist, Altimeter
4
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