Organisations understand importance of CX, but fail to meet customer expectations

By |2019-01-08T23:30:29+01:0015 August 2018|Tags: , , |

Eighty one percent of customer experience (CX) leaders report they will compete mostly or entirely on CX, but less than half have established the rationale for why CX drives business outcomes, according to research firm Gartner. While almost 50 percent say their CX efforts exceed management’s expectations, just 22 percent of CX leaders report their efforts exceed customers’ expectations.

Consumers are embracing AI, but businesses fail to prioritise CX

By |2019-01-08T23:32:17+01:0012 July 2018|Tags: , , , |

Artificial intelligence (AI) is no longer alien to consumers, with close to three-quarters (73%) indicating they have interacted via AI, and 69% of those who have used AI being satisfied with those interactions, a new study from Capgemini’s Digital Transformation Institute finds.