Last month, we reviewed the first segment of a free, three-part, on-demand webinar as Forrester analysts Ted Schadler and Craig Le Clair discussed gaps in customer experience. In the first segment, Schadler underscored the importance of customer experience (CX) and highlighted four common gaps in CX from the customer’s point of view: Convenience, performance, personalization, and trust. In this installment, Le Clair discusses in-depth research regarding customer experience gaps from the company’s point of view.
What emerges....