When it comes to customer experience, companies are missing the mark with their customers.
In fact, one study revealed that while 80% of companies say they deliver superior customer services only 8% of their customers agree.
So, why is there such a major disconnect between how companies think they're doing (CX) vs. what customers perceive?
Companies don't really know their customers. Sure, on a broad level, companies know things about their customers. For example, they know they want more communication channels and self-service options.
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