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By clicking on the “Register” button below, I agree that I have carefully read the Terms of Service and the Privacy Policy and I agree to be legally bound by all such terms. More than one-half of survey respondents said their job either “possibly” or definitely is placed at risk if technology investments fail to meet expectations. Three-quarters said their job either “possibly” or definitely is placed at risk if their customer experience (CX) strategy fails to meet expectations.

Nearly three of five respondents said the need to create personalized experiences to provide “deep relevance and context that is meaningful and valued by the individual customer” is driving tech advancements and innovation for today’s CX strategy. More than one-half said the need to meet customers wherever/whenever they initiate engagement is driving these advancements/innovation.

Nearly four of five organizations have implemented new marketing, data, analytics or customer engagement tech platforms and solutions over the past 12 months. Among those organizations, 52 percent have installed at least five of these platforms or solutions.

More than one-half of respondents describe their organization’s customer experience as either “terrible” or “not very good.” Only 14 percent describe their customer experience efforts as “very good” or “exceptional.” To improve customer experience and engagement, 35 percent of respondents said their company has focused on accelerating data and IT initiatives to better close skills and capabilities gaps. The same percentage has addressed increased demands for individualized experiences from today’s digitally connected customers. Read more from…

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