More than ever, customers are basing their buying decisions on customer experience (CX), and they have forced companies to act. Companies are now investing more resources in CX initiatives, and they point to low customer retention, drops in sales and lost business to competitors among the main drivers for those investments.

Companies have even reorganized with a focus on providing better CX, and they hold vast amounts of customer profile data to do it. But they’re still struggling to orchestrate the end-to-end experiences customers demand.

A recent Forrester Consulting study commissioned by CSG gathered insights from 314 director-level (and up) marketing and customer experience professionals at large global organizations. The study covered the main barriers companies face in delivering great CX despite the resources they currently have in place.

View key findings from the study in the infographic below, and download the complete study here.


Download Full Study