Our latest POV on how customer experience drives everything from concept and creative to design and technology

Customer Journey Mapping

Because Knowing is Half the Battle In their Customer Conversation report, eConsultancy and IBM report that 81% of companies are confident they have a great CX (customer experience) and a holistic view of their customers. But customers disagree. The same report also points out that only 37% of customers feel like they are well understood. […]

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