MIT Technology Review
Iconic, Ubiquitous, and Intimate -- How Leading Firms Leverage Technology, Ecosystems, and their own Culture to Enhance and Deepen Customer Relationships
A global survey of over 550 senior executives was performed by MIT Technology Review to examine the pressures that shape their customer experience processes and the tools and strategies they employ to mitigate those challenges and continuously improve customer engagement.
Here we examine some of the key findings:
Getting To Iconic: How world-leading brands balance talent and technology for CX excellence