In 2014, a poll from marketing research firm Gartner found that over 90 percent of brands planned to compete primarily on the basis of customer experience within the next two years. Since then, many top brands have pivoted towards a customer-centric business model.
But a recent study by Accenture found that less than 40% of executives were confident their current CX programs could deliver on business objectives.
Watch our recorded webinar with Annette Franz, a leading customer service consultant and author of the blog CX Journey, where we explore:
- The 14 principles for building a better customer journey
- How to use online communities to validate journey mapping