While 80% of CEOs believe their company offers exceptional CX, just 8% of their customers agree. Organisations need to differentiate on CX because 9 out of 10 customers are willing to pay significantly more for a better experience, says Qualtrics CX subject matter expert and principal consultant Vicky Katsabaris. Qualtrics has identified five key trends businesses need to consider for their CX management programmes this year.
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