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How to make sense of CX technology
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Make Sense of CX Leader Technology
The 'Godfather of CRM' Paul Greenberg and Ipsos MORI's head of experience management, Jamie Thorpe discuss the trials and tribulations of trying to understand the ever-expanding customer experience technology landscape.
MyCustomer’s latest CX leader research reveals that there are a broad range of technology solutions and platforms that they have had direct responsibility for purchasing - with large numbers of respondents reporting that their CX teams had purchased anything from Voice of the Customer solutions and CRM systems to customer data platforms and live chat tools.
At the same time, around a third of respondents told us that despite this history of investment, technology was one of the biggest obstacles to their customer experience programme’s success
So why is technology such a problem for CX leaders?