Companies continue to focus on and invest in customer experience (CX), and it is no surprise why. Companies identified as CX leaders generate an average three-times greater return in stock performance. In another survey, almost all executives agreed that an unimproved CX exposes considerable risk in losing market share and revenue.
While customers already had an extensive choice and more access to brands than ever before, the pandemic forcefully accelerated digital adoption with a boom in e-commerce and in many cases permanently changed the shopping journey and how users interact with brands. On top of the complications of trying to provide the great customer experience expected of companie
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