In future, maximizing customer experience, or CX, should be the main business strategy for any company. CX will also overtake price points and product details as a key selling point for organizations. Buyers will use more online portals, knowledge management tools, social media and email to communicate with brands. The brands who invest in making automated-service interactions will gain a more competitive advantage in the future. Research shows that speed of resolution and accuracy are top priorities for modern consumers. But, what constitutes good CX? To know more, follow: http://it.toolbox.com/blogs/insidecrm/why-cx-the-importance-of-customer-experience-and-why-crm-still-matters-70094