Customer experience: What’s it like on the front line?
High Wycombe, UK – 12th August, 2016
While most brands are committed to improving the customer experience (CX), a growing body of evidence reveals a majority are not where they want to be when it comes to putting the voice of the customer to work throughout the organisation.
A recent study by MaritzCX found that 36% of CX professionals and front-line employees say management is more focused on scores than tangibly improving the customer experience.
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