Serve the people at the center of your business. Your customers, partners, and employees need your business to communicate with empathy and anticipate their needs. The right strategy and technology can help.

1. Even before everything changed virtually overnight, companies were already
competing on experience more than any other criteria, even price.
Speed, execution, ingenuity, and empathy across every
interaction have never mattered more.1
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The EXPERIENCE matters more than anything else
5 people
your business
REASONS
to put
A great customer experience anywhere
raises expectations everywhere
Take a look at some eye-opening stats
Auto manufacturers (mass market)
How Customer Experience
Drives Business Growth, 2019,
Forrester Research, Inc., December 13, 2019
CX helps GROW the business
It’s true that CX is about human connections. But those
connections can also help businesses achieve their
growth ambitions.
$1.1 billion
Retailers (general retail)
$496 billion
Auto/home insurers
$215 billion
Banks (multichannel)
$107 billion
Potential revenue impact of a one-point CX improvement
in Forrester’s Customer Experience Index (CX Index™)
It’s PERSONAL
CX starts with something that sounds simple: knowing your customer.
But do you know how to use that knowledge to make customers feel
known and heard at a personal level?
Most companies aren’t MEETING expectations
What your customers want and what you think they want
might be two entirely different things.
33%
of customers who ended
their relationship with a company
did so because the experience
wasn’t personalized enough2
2 Accenture Strategy, Put Your Trust in Hyper-Relevance
3 Segment Survey, 2017
58%
would switch half or more
of their spending to a provider
that excels at personalizing
experiences without compromising trust2
44%
became repeat buyers
after they received a more
personalized experience3
49%
of consumers have made
impulse purchases3
Zendesk, Searching for Self-Service
Retail Minded
Self-service is SELF-SERVING
Delivering a self-service solution not only lowers costs, but also
attracts customers — and employees. Especially the younger generation.
54%
In the Axway 2020 Integration Platform Survey of 850 senior business and IT leaders:
of millennials feel good about themselves
and the brand when they can solve
a problem on their own
of customers prefer self-service
over speaking to a company representative
of consumers say CX at most
companies needs improvement
How many are satisfied?
BANKING55%HEALTHCARE50%
Here’s where to start Stop focusing on your processes
and start obsessing over your
customers’ (and employees‘
and partners’) experience.
To create a more personalized, relevant customer experience, you need to integrate more
systems, people, and things than ever before. That’s where companies are struggling.
Invest in self-service
Make it easy, fast, and convenient for people to help
themselves, whether they’re customers, partners, or employees.
Are you READY?
GET STARTED >
PwC, Experience is Everything, 2018
Identified a more compelling CX as the driving
force behind integration projects in their organization
Identified integration complexity as the leading
cause of delays in digital project delivery
Strongly agreed that “integration projects will help us
understand what our customers need from us”
axway.com/customer-experience
67%
69%
Break down app silos
Unbundle data, processes, and services to marshal the best possible
information for exactly the right customer at the right moment in time.
Focus on each person's experience
Be where people are on their terms, no matter what device, platform, or
interaction model they choose. Omniexperience is the new omnichannel.
43%
44%
50%
1
4
2
3
5
1 Walker, Customers 2020: A Progress Report
at the centerof