New research from
The findings are the result of a survey administered by
Additional data highlights based on participant responses:
For more results and a closer look at regional or country-specific data, download the white paper.
"Customer experience is an active, strategic discussion across industries as organizations look to leverage new technologies associated with IoT, artificial intelligence and machine learning," said
"Every day, new types of digital communication are being launched - from social networks to bots to augmented reality - and consumers are adopting them in their daily lives. The days when a great customer experience was based solely on face-to-face or voice-to-voice interactions are long gone," said Kate Jalie, Partner,
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Camille Beasley, Media