While companies typically view positive reviews as an indicator of good customer experience, it’s ultimately about the underlying relationship. Insider Intelligence noted several findings on why companies should think about CX and who is responsible for it. Nearly three-fourths of CX decision-makers say a broken customer service experiences damages the ability to gain revenues, but only half plan to invest in it. Organizations also need to take CX step-by-step with a strategy that includes internal alignment, using the right data, and ensuring the tech stack is right. They must also follow through, align with customer expectations, and ensure that all departments and employees take ownership of CX.
How to improve CX in five charts
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