2021年客户旅程管理和客户体验测量报告_272

Customer experience is more important than ever in 2021. But what makes some organizations more effective at managing customer journeys, measuring outcomes and improving experiences than others?

Pointillist surveyed over 1,150 CX, marketing, analytics and customer care professionals from various industries across the world to discover what separates leaders from laggards. In this report, we’ll explore key findings and insights regarding:

• • Primary CX management and measurement challenges
• • Effective approaches to measure and improve CX
• • Benchmarks for customer journey management maturity
• • Top CX investment priorities
• • Important KPIs and metrics
• • Key capabilities and strategies that separate top performers from their peers

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