Customer experience (CX) executives must keep up with changing buyer needs and behavior to excel in today’s ultra-competitive marketplace. This report will highlight the top priorities that are driving CX programs in 2017 and beyond. We’ll specifically discuss how a group of top performing businesses use a data-driven approach to alleviate the challenges impacting their ability to delight customers.
Read this report to learn:
- The #1 challenge CX executives face is balancing the dynamics brought forward by customer empowerment.
- Best-in-Class are more than twice as likely to provide employees with real-time access to relevant customer data.
- Best-in-Class are 38% more likely to have established an infrastructure to deliver Omni-channel customer conversations.
- 55% of businesses use 10 channels to interact with customers.