What CX leaders do that laggards don’t

Companies that rate highly for customer experience are more likely to have well-integrated technology, make their investment decisions with their customers in mind and are using AI in their CX solutions.

That’s according to research conducted by Merkle, an experience transformation consultancy. Every year, Merkle conducts research into customer experience from both the vendor and customer side. Nearly 20 percent of the businesses surveyed are classified as “CX leaders.” 

These leaders have an end-to-end customer experience strategy, but they’re also playing by a different cultural playbook. 

We spent 10 minutes talking with Holden Bale, Global Head of Experience & Commerce at Merkle, about the latest research into customer experience leaders and digital laggards.

One of the more interesting findings of Merkle’s latest research focuses on how CX leaders plan their investments. CX leaders are much more likely to base investment decisions on customer feedback, as opposed to their competition. 

Watch the 12-minute episode below.

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