Businesses fail to address root issues affecting customer experience

Most businesses have a range of powerful tools at their disposal, but are failing to make use of their full potential to address customer experience challenges, according to software specialists at IFS.

Polling more than 1,700 executives and north of 12,000 consumers for its latest paper, IFS found that, while most businesses understand the value of software in improving customer experience (UX), they often use it as “paper over the cracks” instead of to identify and address systemic problems.

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