Consumer expectations of instant access to relevant information have made customer experience (CX) an increasingly important metric in business-to-consumer (B2C) communications. This has resulted in a shift in enterprise priorities from reducing cost and risk to increasing business value through improved CX.
In order to successfully transition to the coming CXM ecosystem, organizations must consolidate customer data and pass control of communications to a centralized team that can track customer journeys and address weak points in the chain.
Download this report to learn:
- The CCM-To-CXM Evolution
- The Three Stages of CXM Maturity
- Obstacles To CXM Evolution