There is not a single business that have not made customer experience its main focus. But what happens in reality ? Where are they in their journey and what's the difference between leaders and laggards ?
That's the topic of a recent IBM study titled "The Customer Experience Revolution".
Only 16% of business master their customer experience
First lesson learned : if everybody's speaking about customer experience, not everyone has the same level of mastery. There are significant differences between the leaders and the others.
The study shows that only 16% of businesses...
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Customer experience is not only something qualitative but increases both margin and "repeat business". So, since I already discussed the characteristics of an experience,...