The "Global Insights on Succeeding in the Customer Experience Era" report is based on a survey of 1,342 senior-level executives from 18 countries in North America, Europe, Asia-Pacific and Latin America. The report highlights the need for new approaches to improve the customer experience.
The report also found that 93 percent of business executives view improving customer experience as one of their top priorities over the next two years, with 91 percent hoping to become customer experience leaders in their industries. Despite these intentions, 37 percent of companies are just starting to implement formal customer experience initiatives, and only 20 percent consider their customer experience initiatives to be advanced.
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