Customer Experience Management (CEM)

IBM 2017 Customer Experience Index Study

Provided by IBM

Category Customer Experience Management (CEM)

Type White Paper

Length 24

Publish Date

Date posted May 24 2017


Surveying more than 500 companies, The 2017 IBM Customer Experience Index Study found that retail and consumer products brands need to work harder to better meet consumer expectations. Analysis of seven areas of the omni-channel shopping experience, including personalization, social media and the mobile experience, identified three imperatives that brands face today: Engaging with customers to remain ahead of evolving shopping trends, providing a consistent experience across all touchpoints and creating a more rewarding shopping experience by applying innovative, value-add technologies.

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