Almost everyone would agree that the strategic use of customer data is essential to providing great customer experience , which, in turn, is key to retaining customers and attracting new ones.However, many organizations are doing an inadequate job of using and leveraging customer data, despite knowing how important customer satisfaction is to their business.
Ninety-four percent of respondents say that being able to keep CX consistent across customer touchpoints is important to their organization, but just 42% agree that they are able to do this now.In light of such shortfalls, almost three-quarters of respondents are looking to alter their CX data strategy.
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