lts no secret that the lst few years have upended the waycustomers want to irter act with companies.Digitd engagermenthas led to higher customer expectatione,bigger dernandsand about a mdon mare choices if one brand doesn’t defiver.Privacy lews and changes ty tech companies have marketersscrambing to get the data they need to meet customereopectations.Once tried-and-true CX progr ams,those thatdon’t kead with data and digital,are now cracking under theweight The presure is on!
Chances are your CX strategy is crying out fora modern makeover.
Our study found that more than 60%of marketing leaders saythe digital customer journey has dramatically changed their CXstrategy.Worse,nearly two-thirds aren’t very canfident in theirCx strategy’s abty to win and ret ain customers in this newenvironment.
The challenge is to orchestrate a great cus tomer experience thathits al the right notes,from digitdl self-ser vice to mearingfulper sondizstion to privacy and trust to seamkess omrichanmetl,including a hytrid”blend of physical and digital experiences.Consumers wart a frictiorless,rewarding experience whenbuying great products at afordabe prices despite volettegeopcdiicd and macroeconomic trends.Not so simple
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