In 2018, TMG and Phase 5 conducted a study on the state of Customer Experience (CX) in Canada. We discovered that currently CX is stuck in the “somewhat” land – from consumers’ and organizations’ perspective. Organizations are somewhat aligned on the importance of CX focus. They sort of have CX owners. They kind of have a cross-functional CX team. They maybe have a 3-year CX plan. Read more to see what your organization needs to do to give consumers the experience they desire and deserve.
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