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Forrester Study: How Are Companies Tackling Customer Experience in 2021?

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22 April, 2021

Forrester Study: How Are Companies Tackling Customer Experience in 2021?

Mapp

Brands today are determined to improve the online customer experience to increase revenue and profits. However, many business and technology leaders don’t know where to begin when figuring out how to advance their CX strategy.

As the pandemic continues to shift consumer behaviours, companies are learning how to harness customer analytics and insights to elevate their CX while choosing technology vendors to help monetise their digital programs. A proficient understanding of insights will help brands improve customer personalisation and targeting, and generally lead to better business decisions.

To understand how brands are using analytics right now, Mapp commissioned Forrester Consulting to survey more than 200 CX technology decision-makers across multiple industries.

Download this study to learn:

  • Where companies stand in advancing their CX strategy
  • The most common data obstacles holding CX decision-makers back
  • The tools companies are investing in to improve their analytics capabilities 
  • The benefits brands are getting from adopting new technologies

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