Customer experience: turning insights into action
23 October 2015
The American Customer Satisfaction Index shows very little improvement from its inception in 1994 to its current standing of 75.6 for overall satisfaction across industries. The 2014 results indicate a modest one percent improvement for 20 years of effort. An extreme emphasis on metrics has come at the expense of neglecting other parts of the CX value chain. A customer experience program must be carefully constructed with emphasis on ensuring insight and commitment to action, while confirming that the action actually occurs. Read more on Digital Marketing Magazine.