Top business leaders cite delivering excellent CX as a key challenge.
This is no surprise given additional survey results illustrating how just 15% of firms rated themselves “leaders” in CX, while twice as many (30%) self-reported as “laggards.” Adobe Survey Results, 2020
COVID-19 proves CX excellence is about the customer. Products as such do not differentiate. So it needs to be the service that makes the difference.
Customer service should be seamless, without mistakes, digitised and personalised.
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