Businesses that lose sight of the human element in CX risk not seeing the benefits to the bottom line when undergoing digital transformation. That’s the stark message from Forrester for brands grappling with the rising expectations of customers.
The customer feedback management (CFM) market in the Asia Pacific is growing as more marketers see the technology as vital to transforming customer experience (CX).
?Forrester has released its Forrester Wave: Customer Feedback Management Platforms, Q4 2018 report, detailing the nine providers who are transforming customer feedback management (CFM) and therefore the customer experience (CX).
Only 40% have cohesive customer loyalty strategy that spans multiple functions and is a top strategic initiative with C-level support.
Experience-led businesses are putting long-term engagement over short-term wins, investing in a combination of people, process and technology, have more comprehensive leadership buy-in and are seeing stronger revenue and customer wins as a result.