The most significant challenges organizations are facing in delivering the desired customer experience, with respondents ranking their top-3 from the following:
- Lack of appropriate customer experience strategy
- Issues related to collecting, managing and storing customer data
- Inability to reach organizational consensus on what customer experience is and how to improve it
- Privacy concerns in using customer data
- Inability to justify a return on investment (ROI)
- Inability to personalize customer experience
- Lack of budget
- Lack of business skills
- Lack of technical skills
