HBR Report: Closing the Customer Experience Gap

Harvard Business Review Analytic Services:
Closing the Customer Experience Gap

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.

Get the report now.

Please fill out all fields.

* First name

Enter your first name

Enter your first name
* Last name

Enter your last name

Enter your last name
* Job title

Enter your title

Enter your title
* Email

Enter a valid email address

Enter a valid email address
* Phone

Enter a valid phone number

Enter a valid phone number
* Company

Enter your company name

Enter your company name
* Employees

Select the number of employees

Select the number of employees
* Country

Select your country

Select your country
* State

Select your state/province

Select your state/province
Yes, I would like to receive marketing communications regarding Salesforce products, services, and events. I can unsubscribe at any time.
I agree to the Privacy Statement. In particular, I consent to the transfer of my personal information to other countries, including the United States, for the purpose of hosting and processing the information as set forth in the Privacy Statement.
I agree to the Privacy Statement and to the handling of my personal information. In particular, I consent to the transfer of my personal information to other countries, including the United States, for the purpose of hosting and processing the information as set forth in the Privacy Statement. Learn More
I understand that these countries may not have the same data protection laws as the country from which I provide my personal information. For more information, click here.
By registering, you confirm that you agree to the storing and processing of your personal data by Salesforce as described in the Privacy Statement. By registering I confirm that I have read and agree to the Privacy Statement.

I agree to the Event Terms of Service and Privacy Statement. In particular, I consent to the transfer of my personal information to other countries, including the United States, for the purpose of hosting and processing the information as set forth in the Privacy Statement. Learn More
I understand that these countries may not have the same data protection laws as the country from which I provide my personal information. For more information, click here.
By registering, you confirm that you agree to the Event Terms of Service and to the storing and processing of your personal data by Salesforce as described in the Privacy Statement. By registering I confirm that I have read and agree to the Event Terms of Service and Privacy Statement

Download now ›

* By submitting this form, you are confirming you have read and agree to our Terms and Privacy Statement.

Harvard Business Review Analytic Services: Closing the Customer Experience Gap

Harvard Business Review Analytic Services:
Closing the Customer Experience Gap