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Now/New/Next 

How Competitive Is Your CX?

Customer expectations evolve with every interaction—whether with your brand, a competitor, or organizations outside your industry. Perficient’s Now/New/Next (N3) benchmarking tool helps you stay ahead of these shifting expectations and deliver the digital experiences your customers demand, and your competitors will envy.

What Is Now/New/Next?

N3 rapidly benchmarks and prioritizes your customer experience (CX) against competitors and best-in-class brands, then delivers a clear roadmap for pragmatic innovation and differentiation.

 Now: What Matters Today
“Everyone is doing it.” These are table-stakes features that your customers expect. Falling behind here means losing credibility—and customers. Allocate 70% of your resources to closing gaps and maintaining parity.
New: Tomorrows Table Stakes
“Some are doing it.” These are the emerging features gaining traction. Investing in them now will help you stay competitive in the future. Dedicate 20% of your resources to future-proofing your experience.
Next: Differentiate Your Brand
“Nobody is doing it.” These are innovations that set market leaders apart. Brands that take the lead here create unmatched differentiation. Reserve 10% of your resources for this strategic innovation.
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Benchmark, Prioritize, and Stay Ahead

N3 helps you take control of your CX strategy with actionable insights:

See How You Measure Up: Understand how customers perceive your brand compared to your competitors. Falling short means losing relevance.

Stay Ahead of the Curve: Gain insights from both direct competitors and cross-industry leaders. If you’re only looking at your own industry, you’re already behind.

Invest Wisely: Focus your resources where they’ll make the biggest impact. Misguided investments don’t just waste budget—they erode customer trust.

Beyond Features: CX Foundations for Success 

Creating customer experiences that delight isn’t just about adding features—it’s about delivering the right experiences at the right time.

Now: Ensure you provide relevant experiences by deeply understanding customer needs and behaviors. Visibility, transparency, and trust are critical.

New: Leverage personalization and self-service to meet customers where they are and reduce friction.

Next: Move beyond basic personalization. AI-driven adaptive experiences, intelligent workflows, and seamless omnichannel interactions will set the next generation of leaders apart.

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