Published December 10, 2019
Last updated April 29, 2020
ECI Solutions asked industry experts for their thoughts and insights on an array of home building topics. Our very own industry expert, Tim Bailey, CSO of Avid Ratings shared his expertise on customer experience in the building industry.
“CX is the new competitive battleground. It is where businesses are won or lost.
Reflecting back to the 2017 Gartner Customer Experience in Marketing Survey, more than two-thirds of marketers said their companies competed mostly on the basis of customer experience. At the time of Gartner’s research, 81% said they expect to be competing mostly or completely on the basis of CX in two years’ time.
That “two years time” lands us here today and it is clear to see that CX has become a top priority across companies globally. Leading companies have come to recognize that CX is more than a program, process, department, or an executive title. CX is an ecosystem, and like any ecosystem, it has producers, consumers, elements, and cycles.
The health of an ecosystem requires constant monitoring, understanding and nurturing from both the consumer and producer perspective. A holistic view and deep expertise of CX is essential today to build a brand that consumers know, like, and trust.”– Tim Bailey, Chief Strategy Officer, Avid Ratings