Eighty-one percent of consumers are willing to pay for a better experience, according to the Capgemini's study "The Disconnected Customer." Yet, customers don't feel that companies are delivering high quality customer experience (CX), and one in five consumers stopped purchasing from a company after a poor experience, Capgemini's research found.In our own ERDM learnings from more than 16,000 hours of VoC research interviews, consumers were emphatic that short-term sales-focused tactics were....