Customer Experience Strategies Remain Underdeveloped

Only 26% global companies say they have a well-developed strategy for improving multichannel customer experience, according to [download page] a November 2011 report from Econsultancy in association with Foviance. Data from the “Multichannel Customer Experience Report 2011” indicates that although the proportion of companies with a well-developed strategy has increased 18% from 22% of respondents in 2010, there has also been an increase in the proportion with no strategy in place, from 9% to 13%. (more…)