Post by Capgemini

Rising customer expectations, instant access to alternatives, and a heightened imperative for brand trust have elevated customer experience (CX) into a critical driver of growth. However, our latest research reveals that the current status quo of CX is broken. ➡️40% of organizations cite the lack of a well-defined roadmap or clear KPIs as the biggest internal barrier to CX transformation. ➡️40% identify fragmented journeys as the greatest barrier to effective CX, with 60% expecting this issue to worsen in the next three years. So, how can your organization start rebuilding trust and long‑term loyalty? Our “Reimagining customer experience” report draws on insights from two complementary surveys – capturing both customer, front-line staff, and leadership perspectives. Discover our recommendations for the path to human‑led, AI‑powered CX: https://bit.ly/4smiqLp #CustomerExperience #CX