Brands are struggling to truly listen to their customers and leverage key insights, according to Loyalty360’s second annual CX Landscape: State of the Industry Report.
Loyalty360 CEO and CMO Mark Johnson and Emily Heitkamp, Loyalty360’s VP of Marketing, discussed the report with Narina Snippy, CMO of Stellar Loyalty during a session on Wednesday at the Engagement & Experience Expo, hosted by Loyalty360.
“Brands struggle between hearing and listening,” Heitkamp explained. “Doing something with it....