Bain’s global survey on Customer Experience Tools and Trends gives valueable insights on the status and future usage of Customer Experience Tools and the importance on its integration into the greater IT landscape.
Key findings of Bain & Company study on Customer Experience Tools in 2020:
- Bain’s new global survey of executives shows increased adoption of and satisfaction with two dozen customer experience tools. The gap in satisfaction widened between financial leaders and laggards.
- Covid-19 has changed consumer and workplace behavior in ways that are accelerating the use of many tools.
- It’s critical to select the appropriate tools for a particular use case, make a major effort and investment in a few tools, and integrate them into a well-oiled system. Returns are greater when tools are integrated within an IT system or with other tools.
- Rapidly shifting customer needs and priorities put a premium on Agile modes of in-market testing.
Something becomes very clear in the Customer Experience Tools and Trends study, there is a clear correlation between success and…
- …the extent of integration into the greater IT landscape
- …the amount of Customer Experience Tools used
Read the full article from Bain here.
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