Customer experience is mired in mediocrity
Alida
JULY 11, 2017
Go beyond digital—think omnichannel. In fact, traditional retail improved much faster than digital, with robust 40 percent of traditional retailers’ CX Index scores rising from 2015 to 2016, while only 18 percent of digital retailers improved. In the United Kingdom, “good” scores were scarce. Forrester’s study offers some clues.
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