Most companies tend to believe they provide exceptional customer experience (CX). In fact, 40% rate themselves at least 9 out of 10 in their ability to do so1. However, at least from customers’ point-of-view, reality paints a different picture. A notable gap exists between the experience companies believe they provide, and how their customers actually view that experience.
Customers today have more options within their reach, and switching has never been easier. Being able to identify the barriers to providing a good experience, and their impact on customers, is critical for brands to compete for and successfully retain customers.
In this White Paper by IDC, sponsored by Emplifi, dive deeper into the CX gap facing brands today, the barriers creating this gap, and how to overcome them.
Fill out the form for the latest insights to help you elevate the customer experience in 2022 and beyond.
1 IDC White Paper, Sponsored by Emplifi, Bridging the Gap Between the Experience Customers Want and the Experience You Provide, Doc. #US48507821, January 2022.