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