Customer experience is going to be a top priority for brands in the years ahead. This, according to new research out of Temkin Group that saw 165 large companies surveyed about the impact of customer experience on their profitability and customer retention efforts. While it’s rare to find a brand that doesn’t see customer experience as an overall positive, many still fight to achieve full buy-in from those at the executive level.
This internal alignment often comes as a result of measurable improvements, something....