The CX Reality Check
For the second consecutive year, we took a look at the differences between the customer service businesses think they’re providing, and the service customers actually experience. The first study, conducted in May of 2020 by Dimensional Research, concluded there was an eye-opening CX perception gap. Companies believed the service they were providing was satisfying to their customers. Their customers, however, disagreed.
The pandemic made clear that delivering great customer experience is an even more vital need, but it has also become an even bigger job. As we step back and view the challenges that our new CX reality presents, managed customer engagement, often referred to as CX-as-a-Service (CXaaS), has emerged as a far more attractive option. This approach combines people, processes, and technology to accelerate and sustain digital transformation.
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