How Customer Experience Leaders Differ From Laggards

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Clik here to view.Companies taking forward-looking approaches to customer experience management (“leading-edge companies”) are using analytics more effectively and seeing more promise in new technologies than companies who aren’t taking such a forward-looking approach (“lagging companies”), according to a recent report [download page] from Harvard Business Review Analytic Services sponsored by SAS. With their significant investments in customer experience, it’s not too surprising to see them also reporting significantly better business outcomes. (more…)