2021 CX Trends & Insights Research Report
Delivering exceptional customer experience is the key to remaining competitive in 2021 and beyond.
While organisations agree that great customer experience provides a key competitive advantage, just 31% of marketers think they are exceeding customer's CX expectations.
Delivering exceptional customer experience is the key to remaining competitive
in 2021 and beyond, according to nearly 80% of CMOs surveyed in this research report.
The modern CMO recognises that delivering amazing CX isn’t just important,
it’s critical; it’s the new battlefield.
This report uncovers that there is a direct relationship between the areas invested in by businesses, and the customer experience offered to their customers. The businesses focusing on linking on and offline experiences, and personalisation, are those exceeding customer expectations.
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