The experience revolutionDownload the full report
Technology has always enabled companies to reinvent how they engage with customers. But now we are seeing a profound shift – the convergence of physical and digital customer interactions – which is fundamentally changing how customers will interact and transact with brands and businesses everywhere.
This second report in our Customer Experience (CX) series examines how companies are mobilizing to transform their CX, including approaches for strategy, collaboration, use of data, Experience Design, customer feedback and metrics.
This fourth report in our customer experience (CX) series explores why many customers are choosing not to embrace companies’ digital CX initiatives.
This third report in the IBM IBV Customer Experience (CX) series explores the deep impact CX reinvention is having on organizations and their employees.