The Future of Customer Experience Calls Urgently for a Significant Shift
ClearAction
OCTOBER 1, 2018
Another example is Temkin Group’s 2018 Customer Experience Competency and Maturity Assessment. This is after 10 years — since the 2009 economic downturn — when companies began investing heavily in CXM technologies and teams. Only 22% of companies now are operationalizing, aligning or embedding CX.
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