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This report explores industry blind spots in CX and sets out a road map for how to turn those into a competitive edge.
The vast majority of business leaders, 91%, across industries acknowledge that customer experience plays a central role in revenue generation, yet only 44% consider investment in CX to be extremely important. While CX is typically associated with customer service and product quality, there’s more to it. A global survey of 526 business leaders and 2,013 consumers explored CX gaps in five areas: perception, data and analytics, technology, operations, and communication and engagement. These gaps leave companies sitting on a backlog of CX debt, but by diagnosing them, businesses can turn them into opportunities for growth.
What is the cumulative impact of unmet customer expectations and unresolved issues?
Download the report that explores industry blind spots in CX and sets out a road map for how to turn those into a competitive edge. Topics include:
- Defining the service gap across industries.
- The CX perception gap, and the role of communication.
- The integrated experience and what AI has to do with it.