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IBM 2017 Customer Experience Index (CEI) Study

White Paper Published By: IBM APAC
Published:  Jun 07, 2017
Type:  White Paper
Length:  24 pages

Our fifth annual IBM Customer Experience Index (CEI) Study identifies which brands are providing leading shopping experiences and how they’re doing it. To achieve this, we undertook a global assessment of retail and consumer products brands' customer experience (CX) capabilities from a consumer’s perspective at key touchpoints along the in-store, online and mobile shopping journey using a common set of criteria and a universal scoring system.

The 2017 CEI results indicate that brands have significant room for improvement in terms  of satisfying customer expectations: On a scale from 0 to 100, the average CEI score is 33. 

Download this white paper to find out more.

Tags : 
customer experience, customer analytics, customer behavioural analytics, customer experience management