Amid rising customer expectations, more organizations are competing on customer experience than ever. Organizations are realizing that listening to customers is not enough, and those with industry-leading CX are differentiating themselves by acting on customer feedback.
However, there is still a clear gap between customer expectations and what many organizations have the resources to deliver. A recent CCW Digital survey asked respondents to what extent they felt companies valued their feedback — a combined 75% of respondents selected “somewhat” and “slightly.”
Some of the most important customer feedback is unstructured and has traditionally been difficult to harness. As a result, many organizations struggle to use customer feedback to improve CX quality. It’s time to solve for the customer experience gap.
This report examines: