The past year changed customer behavior in many unforeseen ways, making customer experience and understanding your customers' journeys more important than ever in 2021. But how do leading teams and organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business? To find out, Pointillist surveyed over 1,150 CX, analytics and marketing professionals worldwide to uncover key trends, insights and benchmarks.
Download this insightful 35-page report now to discover everything you need to know about the current state of customer journey management and CX measurement today, and see how you stack up against your peers. You’ll learn about:
- Top-of-mind challenges and priorities
- Effective strategies, tactics and approaches to measure and improve CX
- Top investment priorities
- Important metrics and KPIs
- Key characteristics, capabilities and practices that separate top-performing teams from the rest of the pack