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Customer Experience 101

Achieving customer experience excellence

Fuelled by digital disruption, customers are now more powerful than ever before, and markets are becoming increasingly competitive.

The Customer Experience 101 established how enterprises can deliver customer experience excellence by harnessing the latest technology to meet needs and expectations.

Featuring insights from leading analysts such as Forrester, this report explores each aspect of the customer journey and the technology available to improve the experience. Breaking down the benefits and ROI of customer experience excellence, featuring lessons from leading brands including Amazon, John Lewis and First Direct.

Key takeaways:

  • 66% of B2B and 52% of B2C customers will stop buying from a company after a bad customer service experience
  • 83% of B2B and 85% of B2C brands invest in customer experience management programs to grow company revenue and improve the financial health of their business
  • Brands in the UK are losing over $15 billion annually due to poor customer service

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