The digital transformation has forced the customer experience (CX) to the forefront of every companys priority list. And when it comes to CX, there is clearly no shortage of customer feedback to be had. From social media to chat bot recordsand from verbatim surveys to old-school focus groupstodays businesses have an ever-present flow of customer feedback at their fingertips. So why are so many companies falling short when it comes to this bedrock of customer engagement?
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