South Africa, Jan. 23 -- With the new year already well on its way, South African business leaders will be looking to claw any advantage they can over their competitors. Nathalie Schooling, CEO of customer experience specialists nlighten, urges companies to prioritise CX spend this year, and shares five simple steps to get started.

Research shows that 2020 is the year in which customer experience (CX) will overtake price and product as the key brand differentiator. So compelling is the appeal, that a joint Econsultancy and Adobe study found that 86% of buyers are willing to pay more for a great customer experience.

"As we enter the new decade, it's important for businesses to realise that they are going to be left behind if they are pro...