Sunday, October 20, 2013

Just 20% of companies have a well developed customer experience strategy

New research published this week by Econsultancy and CACI has found that the majority of companies (58%) only have an embryonic customer experience strategy.

Our Integrated Customer Experience report, produced in association with CACI,found that organisations are facing their biggest challenges around data, systems and processes.

Although most companies (90%) say there is some level of organisational commitment to delivering an integrated customer service, only 20% of companies have a well developed strategy.

How developed is your customer experience strategy?

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