Customer experience and personalization are viewed as pivotal differentiators these days, especially for loyalty marketers. But a new study from Pegasystems that marketers have a long way to go in that department.
According to the new survey, service-centric businesses have not progressed beyond the fundamentals of customer service at a time when consumer expectations are reaching new heights. What’s more, the survey reveals that 74% of business decision-makers admit their customer service initiatives are primarily focused on &lsquo....