Mapp: Here’s How Companies Are Tackling the Customer Experience in 2021

Mapp just issued another engaging blogpost:

Customer experience is on everyone’s minds, but how advanced is the implementation process for companies in 2021? Given the eCommerce industry growth of 46% in 2020 due to the pandemic, there is a higher degree of receptiveness to digital communications and a noticeable push towards digitalization. The competition is tougher than ever, and everyone knows that improving the customer experience (CX) is critical to business. This is why Mapp commissioned Forrester Consulting to conduct a survey among 200+ global decision makerson whether and how customer insights are used for CX improvements. The survey was conducted among midmarket and enterprise companies across all industries, including eCommerce, retail, multichannel retail, B2C, and D2C. The Main Challenge: A Lack of Insights  The findings come as a surprise, given the topic of customer experience has been hot for several years. Insights are valued but implementing the findings for automated CX improvements is still in…

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