2nd Annual Multichannel Customer Experience Report

In Foviance’s second annual multichannel customer experience report, the research gives a ‘state-of-the-nation’ perspective on the extent to which organisations are committed to delivering an integrated experience in a world where the customer journey is becoming increasingly complex, due to evolving technology and the proliferation of devices.

Only 26% of respondents say their companies have a well-developed strategy in place for improving customer experience, just a slight increase of 4% from last year. The research has also found that ‘complexity of customer experience’ is now seen as the greatest barrier to improving multichannel customer experience, overtaking ‘organisational structure’ since 2010.

To download the whitepaper a valid e-mail address is required, however Foviance will not contact you unless you specifically request it.