The Future of Customer Experience Calls Urgently for a Significant Shift
ClearAction
OCTOBER 1, 2018
A loud warning siren can be heard in study after study showing customers’ and managers’ perceptions to be static over time and lower than desired overall. For example, the 2017 and 2018 Forrester Customer Experience Index TM reveals no companies exceeding 72 on a 100-point scale and very little change in any industry.
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