White Paper

US Customer Experience Decision-Makers' Guide 2020-21

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In the past, the majority of business focus was upon the variables over which there could be a large measure of control.

The increasing use of technology has created an unprecedented amount of customer data that may be analyzed for insights. Dissecting and understanding this customer data is paramount to businesses who are increasingly competing on the basis of customer experience.

Download the report to learn about:

  • The most important factor on which your organization competes, by vertical market
  • What percentage of organizations have a dedicated CX professional at the highest level
  • To what extent has COVID-19 affected operational issues depending on customer experience