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 – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty.
According to the MIT Technology Review survey, Getting to Iconic, 90% of the iconic firms were managing their customer experience from an omnichannel perspective. This percentage dropped to 66% among those respondents from poor performing firms.
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Senior Contributing Editor, MIT Technology Review Insights
SVP, Product Marketing