Giving customers a great experience has become as much a part of strategic planning for businesses as pricing, quality, convenience and other essential components. But for all the thought and new technology put into improving the customer experience (CX), results are mixed - and customers often leave disappointed. And if they're not getting the experience they want, many will leave. In fact, 31% of consumers say they've stopped using a company after a negative interaction in the past year. They're just not getting the experience they want.