Both IT and business leaders agree that connected, personalized customer experiences are a key competitive differentiator. But how many organizations really deliver? Harvard Business Review Analytic Services interviewed 680 executives to find out. In this new report, Closing the Customer Experience Gap, you’ll learn why:
- Only 15% of respondents say their companies are currently serving up excellent, relevant customer experiences.
- Just 23% say they’re able to act on most or all of their customer data.
- IT leaders who foster a customer-centric culture and create single source of customer data are the ones who achieve success.