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A Pega Global Study

Organizations are falling behind on CX

Pega’s Global Customer Experience Study reveals three key areas where organizations can differentiate themselves from competitors and build an exceptional CX.

The four false narratives of customer experience

PDF | 20 pages | 22 mins read/p>

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 5,000 CX practitioners including 813 from the insurance industry to better understand the state of CX today. 65% said that the current CX they current provide will be unacceptable to their customers within two years. Our 2020 global survey uncovered 3 powerful ways companies should evolve: 

  • In order to improve customer satisfaction (the #1 top business priority for insurance companies), internal silos will need to be broken down as 40% say that their organizational structure is currently preventing them from delivering a great customer experience.
  • Easy and painless CX interactions, fast service, and consistent and connected CX across all channels are the most important principles of delivering great CX.
  • 92% of insurance companies intend to be using AI applications to engage with customers within the next two years. 

Read the report to learn more.

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