Business leaders are asking how to improve customer experience, rather than why they should improve customer experience. The shift is evident, enterprises are becoming more and more aware about the effect it has on transforming first-time customers into long-terms users and band advocates.
" 84% of organizations expected to increase investment in customer experience (CX) technology in the year ahead" - 2017 Gartner Inc. survey
Quality of the product and service is no longer the sole differentiator between brand. The tables have turned, businesses are equally focused on customer retention and not just acquiring new ones.
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