Real-Time Customer Experience
Forrester eCommerce
JULY 10, 2018
When I first saw buttons at Heathrow that let travelers give instant feedback on how they were feeling, I laughed. Measuring and refining customer experience is about long-term strategy, not raw takes on what’s happening now. I was wrong. Forrester’s Customer Experience Index shows that most companies are stuck at “poor” or “very poor” levels […].
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