This may be the era of customer centricity, but it is also one of disappointing
customer experiences.
Despite all the emphasis on customer experience initiatives and technologies,
research confirms that customers remain underwhelmed with the experiences they
are receiving. They are not consistently getting what they want from
organizations – or their employees.
What’s worse: organizations are not being
complacent. They are investing in the customer experience. They are trying to
improve. Unfortunately, their actions are not working.
Citing in-depth market research, the 2018 Customer Experience
Market Study is designed to fix this problem. It reveals what customers really
want, how organizations are missing the boat, and what they can do to close the
gaps.
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