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Rethinking customer interactions to boost CX: Pulse survey report from HBR Analytic Services
Discover how enterprises are transforming CX by combining automation and human empathy to deliver seamless, personalised, and impactful customer interactions that strengthen relationships and boost growth.
Key takeaway
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Customer interactions drive success
94% of respondents recognise that positive customer interactions are crucial for business success.
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Excellence gap in customer engagement
Only 38% believe their organisations excel at delivering great interactions.
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Technology limitations hinder CX
Nearly 49% of respondents report lacking the right technology to support effective customer interactions and CX.
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Bridging the gap with a holistic CX strategy
Enterprises must integrate technology, empathy, and collaboration to strengthen every customer interaction.
