Understanding Consumer Disconnects in Customer Experience: Key Insights for Businesses to Improve Engagement and Satisfaction
Recent research by Metrigy reveals a significant gap between how IT and customer experience (CX) leaders perceive their customer service performance and the views of consumers. While 91.3% of business leaders believe they deliver excellent service, only 14.7% of consumers agree. Additionally, 78.2% of leaders report improvements, compared to just 31.5% of consumers who feel ...
