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Engage Business Media

Lack of Data Integration and Exec Buy-In Is Risking CX ROI

Confirmit Research Reveals Critical Areas That Drive Customer Experience Success The State of CX survey, run by Confirmit and Engage Business Media, has revealed that CX professionals are right to put ROI, data integration and executive buy-in top of the CX ‘wish list’ for 2018. The research found that despite increasing recognition of the importance of taking a customer-centric approach to business and investment in CX programmes, ROI is the biggest area of failure with only 20% of companies scoring 9 - 10 for seeing…