The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognise that providing exceptional customer experience is a key driver of increased revenue and brand loyalty.
A global survey of over 550 senior executives was conducted by MIT Technology Review, where respondents were asked to describe their customer experience strategies and operations holistically. The research found that nearly 90% of those identified as iconic firms were managing their customer experience from an omnichannel perspective. This percentage dropped to 66% among those respondents from poor performing firms. It’s no surprise that the firms with an omnichannel customer experience were also twice as likely as others to employ leading-edge technology solutions, such as next-generation self-service, loyalty program management and “voice of the customer” survey analytics.
These are just some insights you will get from the webinar – find out more about what these findings mean for your CX strategy against companies around the world.
Join us for this webinar and you will hear:
Senior Contributing Editor, MIT Technology Review Insights
Strategic Business Director, EMEA Digital Practice