Published: 25 July 2017
Analyst(s): Customer Experience Research Team
Companies have never had access to more data about their customers, from interaction and purchase histories, to social and demographic data, and customer feedback. But despite this access, 72% of Customer Experience leaders report that their organizations still do not fully understand what drives their customers’ behaviors and attitudes. For some, this confusion is due to a lack of knowledge about customers’ actual experience and what they truly care about when interacting with the company. For others, there is a lack of common understanding due to overly compartmentalized data.
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