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Operationalizing the Customer Experience - Survey Report

Focusing on the customer experience is now a competitive business advantage for many companies. In a world where commoditization of products and services has become commonplace and increased consumer transparency and competition has eroded other sources of differentiation (such as a unique product/service offering). Competing on price alone will only end in a race to the bottom. Customer Experience is an essential part of organizational success.

PEX Network surveyed 114 process, customer experience and business professionals last month to identify the critical tools needed to successfully operationalize and improve the customer experience.

Key Findings Include:

  • Customer experience improvement is a top business priority
  • 25.8% of survey respondents reported having a Customer Experience department that's less than 2 years old
  • Improving processes and IT systems were seen as critical to not just supporting the customer experience but also providing staff with the tools to serve customers better

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