Gartner once predicted that by this year, 50% of companies will have made significant business model changes to improve their customer experience (CX) strategies. This is one of many predictions made by analyst groups trying to determine how companies, and their CX executives, will react to the ever-changing customer landscape – but, where do the professionals actually stand today?
We took to our network of CX leaders to find out how they’d rate their current proficiency in and preparedness for the future of customer experience. Over 350 professionals responded, revealing pretty surprising statistics we couldn’t ignore. Here’s what we found out:
*BONUS: We’ve made it easy for you to score yourself against these executives with this quick assessment (and, get the full 2018 Smarter CX Insights Report right after).