THE STATE OF CUSTOMER EXPERIENCE

Almost half of organisations can’t keep pace with shifting customer expectations. But what do consumers want? And what big bets should organisations make to stay ahead of the competition

29% of customers SWITCHED BRANDS in the past year due to negative interactions

11% of organisations offer truly OMNICHANNEL EXPERIENCES today

57% of CX leaders are aligned around ONE TECH PRIORITY

47% of organisations do little or nothing to REDUCE EMPLOYEE EFFORT

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