Top Challenges to Customer Experience Delivery Articles

Gartner Top Challenges CX Delivery Dec2020

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

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