Customers today are more informed than ever and communicate through their preferred channels. They are always-on and expect intuitive shopping experiences from companies. At the same time, they want entertaining content and easy access to products and services. The only way to succeed in markets with high competition and price pressures is to follow these trends.
One third of companies surveyed would like to switch to a central CRM or CX business application.
Source: CxO 2021/2022 Investment Priorities