Too many organisations are still suffering from a disjointed approach to customer experience as they look to digitise their businesses, OpenTexts CX expert claims.
The enterprise software companys global principal evangelist of customer experience management, Roger Lee, said companies need to own the end-to-end journey in terms of digital experience if they have a hope of meeting customer expectations. He acknowledged digitising every aspect of a business, as well as harnessing the data that comes from it for customer gain, are imperatives if organisations want to survive over the next five years.
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