Companies Lack True Commitment to Customer Experience: DimensionData Research
Let’s stick with customer experience, although the news remains grim. A study from digital services vendor DimensionData finds that just 13% of organizations rate their customer experience at 9 of 10 or better, even though 71% say it’s their top strategic performance measure. Similarly, connected customer journeys via omnichannel solutions are the top-ranked technology trend for 2017 but 70% of companies have no or very few channels currently connected. A charmingly delusional 80% expect to have all or most channels connected within two years.