Based on 4,201 responses by top executives from Europe and Southeast Asia's largest organizations, the report is a closer look at the strategic development of customer experience across functions, industries, and regions.
The business scene is a buzz with “customer experience” as if it’s a new thing. Everyone talks about it as if organizations have just recently realized the truth behind the old adage “The Customer is Always Right”.
That’s, of course, not the case. Customer satisfaction has always been the lifeline of businesses.
But how it’s defined and achieved in the digital age is what’s creating the noise. Today, customer loyalty is a slippery slope, in-between a need and an actual purchase are numerous make or break points, and then there’s omnichannel.
The race is on to snap up the customer before the competition. Who will win the race?
Management Events surveys over 20,000 decision-makers and publishes more than 200 reports a year, providing actionable insights into current and future business challenges. For more C-level priorities, investments, and strategic development initiatives, visit our Report Library »
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