Contained in Dimension Data’s 2017 Global Customer Experience Benchmarking report are some uncomfortable truths related to customer experience.
Loyalty360 spoke with Matthew Saskin, managing principal consultant–customer experience at Dimension Data (and one of the authors of the report) to learn more about the state of customer experience among marketers.
What is your biggest takeaway from this report and why?
Saskin: The biggest takeaway from this year’s report is that organizations are at a decision point; there....