B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Recent
75%
75% -- share of leaders using customer experience as competitive advantage for business leaders (2025)
75% of business leaders want to use customer experience as a competitive advantage/benefit, according to Forrester research.
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Lighthouse Research Team
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Evidence graded
Value
75%
Unit
Percentage
Data Vintage
2025
Entity
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
50
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
Forrester
Primary
Tier C
https://ethosplc.com/5-things-customers-want-and-expect-when-it-comes-to-customer-service/ ↗
Source Article
5 Things Customers Want (and Expect) When it Comes to Customer Service - Ethos Integrated Solutions
Companies attach excellent significance to meeting the expectations of customers. Nearly 95% of leaders say delivering a healthy client experience is a top strategic priority, according to Forrester, and 75% want to use client experience as a competitive benefit.
But there is a large, crowded market…
Original Research
Forrester
· Original study ↗
Methodology
Cited from Forrester research; original methodology not stated
Methodology documented
Segmentation
Industrymarketing
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Plain Text
business leaders: 75% share of leaders using customer experience as competitive advantage. Source: Forrester (2025). Via Lighthouse Intelligence -- https://lighthousedata.io/data/leaders-cx-competitive-advantage
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<blockquote cite="https://lighthousedata.io/data/leaders-cx-competitive-advantage" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>75%</strong> -- share of leaders using customer experience as competitive advantage for business leaders<br><small>Source: Forrester (2025) · <a href="https://lighthousedata.io/data/leaders-cx-competitive-advantage" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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