What Is Broken About Customer Experience Today? (with abstract)
| What Is Broken About Customer Experience Today? (with abstract) | |
|---|---|
| Published By | Forbes Articles |
| Publish Date | Jul 15, 2020 |
| Authors | Niraj Ranjan |
| Topics | Customer experience |
| Statistics | |
| Article Size | words |
| Diagrams | No |
| Downloadable Version | No |
| Reviewers | |
| Page Owner | Nikolay Sidelnikov |
| Summary Author | Nikolay Sidelnikov |
Abstract
The article "What Is Broken About Customer Experience Today?" by Niraj Ranjan published in Forbes highlights some constraints that may limit organization in delivery of good customer experience. Article contains some useful recommendation and also some links to interesting related researches published by such though leaders like "Bain and Company".
Even though this article is not devoted to customer experience in general, it would be usefull for experts who is responsible for digital commerce solutions (both B2B and B2C) since in modern omnichannel reality digital customer experience becomes an indispensable part of holistic CX, so that many of listed challenges might be applicable to CX in digital commerce context.
Quote:
According to a Bain & Company survey, while 80% of companies believe they deliver "superior experiences," only 8% of customers agree.
The author describes the following issues that may damage CX quality:
- Siloed Customer Information.
- Not Humanizing The Experience.
- Lack Of Organization-Wide Commitment.
- Front-Line Isn't Empowered.