Poor digital experiences often result in lost business — switching to a competitor’s offering is just a tap or mouse click away. If that competitor delivers a better experience, you’ve lost not only a transaction but the future business of a once-loyal customer. You may think you can rely on customer loyalty, but according to McKinsey, since the start of the COVID-19 pandemic, 75% of U.S. consumers have tried new brands or outlets, diminishing the loyalty factor. Working on a customer win-back strategy is cost-intensive and not always fruitful, which makes having an excellent DX more crucial than ever.