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Filesize 584 KB
Version 1
Date added August 6, 2020
Category CX Improvement

Global CX Study – Knowledge Management the Key to Delivering a Great Customer Experience

Improving the customer and employee experience are the top priorities for businesses across the globe – well ahead of growing revenue or reducing costs. Smart businesses today map their customer journey – looking to take “friction” out of the journey.

Others are re-imagining their customer journey – creating the ideal experience from scratch. Companies that are not focused on improving the customer experience (CX) will be left behind, as the reason a customer will choose your company again will be because you gave them an easy, effective and memorable experience.

In this whitepaper, Ecosystm conducted a global study of 1011 senior customer service and technology professionals in mid 2019 to gain a deeper understanding of initiatives to improve their customer experience with a focus is on Knowledge Management solutions.