Companies are struggling to implement their customer experience strategies.
So say the findings of a global CX study conducted by SAS, a leading global provider of analytics and artificial intelligence (AI) solutions, in partnership with the CMO Council. “The challenge is to orchestrate an exceptional customer experience that touches on all aspects: from digital self-service, to personalization, privacy and trust, to omni-channel, including a hybrid mix of physical experiences and digital”, we learn. And to clarify that “consumers want to have a frictionless and rewarding experience when they buy good products at affordable prices, despite the instability of geopolitical and macroeconomic trends”.
For companies in the EMEA region, the majority of them are working to adapt existing digital and physical engagement models (87%), balance personalization and privacy (87% %), adapt to supply chain issues (81%), react to customers in real time with personalized interactions (73%), and manage the frequency and volume of customer interactions (70 %).