Why Brands’ Digital Experiences Are Driving Away Customers: Three Strategies to Close the CX Gap
September 1, 2017
For businesses, the biggest digital hurdle in 2017 is closing the customer experience (CX) gap. Recent Capgemini data reveals that 75 percent of businesses believe they are customer-centric – but with only 30 percent of consumers agreeing with this statement, there is a clear disconnect between what customers want and what businesses provide. Success in the digital age – where consumers expect the brands they interact with to know what they need and when they need it – depends on the ability to effectively bridge this significant gap.