The State of Best-in-Class Customer Experience Survey Report, a collaboration between Loyalty360 and SAP, found that “almost 53 percent of brand marketers today do not believe or are not sure their current software providers understand their brand requirements, and even fewer believe those who are selling to them understand their requirements.” Further, the 2019 Loyalty Landscape found that 61 percent of brand marketers feel there is a gap in the technical knowledge required for their marketing teams.

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