"Two weeks ago, I posted Is Customer Experience a Missed Opportunity? and shared CCWs 2018 Market Survey. The report discussed the fact that many customer experience (CX) programs are failing to drive change. There were multiple takeaways; only 9% of programs said their primary use of journey maps was to orchestrate predictive and/or proactive engagement, whereas 31% primarily used them to fix pain points in the experience. This was one of many reasons CX hasnt been having a strong impact in many organizations."
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