Spotlight on Customer Experience: a Belgian benchmark for Customer Experience.
Customer experiences matter. Delivering great customer experiences not only prevents churn, but also contributes significantly to brand growth. In fact, Kantar evidence shows that experiences contribute more to brand perceptions than advertising. Brands that offer meaningfully different experiences are more likely to grow and achieve greater pricing power. Crucial in building a CX strategy for growth is knowing where you stand in terms of delivering brand-building experiences. To that end a CX benchmark is an excellent start. In 2024 we presented the results of our first Spotlight on CX study including 64 brands from 14 categories. Our 2025 edition brings customer experience evaluations for a new selection of brands from 5 new categories.
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