The Global State of Customer Experience 2016

More than 700 global leaders in customer experience, service, insight, digital and marketing, were asked for their insights into the trends, challenges, investment priorities and the digital transformation in 2016.

Key findings:
Top investment priorities - customer loyalty and retention, CRM, and online CX
Top challenges - demonstrating ROI, finding budget and gaining board-level buy-in
Top trends - customer loyalty and retention, online customer experience, and data and analytics

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