Keeping Up with the Changing Times in CX Technology—and Services
When companies combine strategic services and superior technology, they are setting themselves up not only for immediate improvement, but for long-term experience success that can grow and evolve with their business. It’s time for every company to make a change in their approach to deliver more valuable and inspiring experiences to customers and employees at every moment in their journey.
Though companies are increasingly investing in customer experience (CX), the gap is widening between a brand’s promise of great customer experience and the customers’ assessment of those experiences. In fact, Forrester’s CX Index shows that there are literally no companies perceived as excellent in basic customer experience journeys. Companies are clearly missing the mark despite their CX investment—but why?
