Is your customer experience making an impact? Or not?

Published by Avanade

Today, most organizations have a customer experience strategy (96%), but recent Avanade research shows that only 14% are ahead of their customers’ expectations. This means that 86% feel that they are behind the curve, the competition — and most importantly — their customers’ expectations.

The cost of failure is high — as much as 8% of yearly revenues. Organizations that fail often lack understanding of what great customer experiences look like and how to get there.

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