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Companies Still Struggle with CEM
61 percent of respondents in a new survey cite customer experience management as their greatest challenge.
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Companies continue to struggle with customer experience management, according to a report released by the Customer Management Exchange Network, a division of IQPC Exchange.
The research examined the primary challenges facing chief customer officers, vice presidents, and directors of customer experience from across the United States and Europe. It found that the greatest challenge is customer experience management, with 61 percent of respondents stating it as a current area of focus within their organizations. .
Key challenges highlighted by the respondents include questions such as How do we develop an effective customer experience framework? and How do we listen to customers voices and prioritize this to develop and enhance customer experience management?
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