Artificial intelligence is increasingly critical to the customer experience Amazon suggests items to buy you didn’t realize you needed. Netflix cues up the next episode in seconds. And Tesla pushes over-the-air software updates of new features for your car via Wi-Fi. Consumers have grown accustomed to these exceptional experiences and — regardless of your industry
Customer expectations are rising faster than organizations can keep up with them. And employees have more choices than ever before about where — and how — they work. Against a backdrop of increasing economic uncertainty and the need to prove ROI, customer experience (CX) leaders need clear focus to stay on track and ahead of
«The State of Customer Experience» is a benchmarking study based on surveys of consumers and customer experience (CX) decision-makers. This third edition, «A new paradigm: Personalized, empathetic experiences at scale,» uncovers how rapidly shifting customer preferences and declining satisfaction with digital channels are creating mounting business risks for organizations worldwide. In surveying CX Leaders, the