INSIGHTS
COMMUNITY ARTICLE
Customer Engagement: The Chief Experience Officer Plays the Transformer
Since the pandemic has changed buying behaviours, customer experience and brand loyalty have become the top priorities for businesses. In this report, Criticaleye Partner, TCS, explores the role of the Chief Experience Officer (CXO) and how personalisation at scale has become the new norm.
Key takeaways:
- A CXO must now take on the role of a transformer or change agent.
- 99 percent of people feel that the brands they interact with are not meeting their expectations.
- A recent CMO study shows that almost every brand is struggling to get a composite view of its buyer.
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