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Research Report

The four false narratives of customer experience - Automotive

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Companies have bought into the hype that a compelling customer experience (CX) will set them apart and win the hearts of their customers. But if CX is so important, why are so many companies struggling to deliver an experience that builds lasting customer relationships?

Pega surveyed 5000 CX practitioners including 670 from the automotive industry and uncovered how manufacturers should evolve the CX they provide:

  • 50% still don’t have a C-level sponsor – ensuring senior ownership is vital to getting CX the attention it deserves.
  • Keeping up with changing customer expectations is the biggest driver of CX strategy within the automotive industry.
  • Improving customer satisfaction is the top priority for Automotive manufacturers - 94% state that becoming more customer centric is essential.

Read the report to learn more.


Défi: Engagement client Industry: Industrie Thème: Expérience client personnalisée
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