Customer experience tools abound in the present business scenario. Yet, few of them are actually effective. So, it is better to bet big on those that have a proven track record, or have shown early signs of bang-per-buck rather than going after the whole range. Business research conducted by Bain and Company has clearly revealed that companies which proactively seek out a few tools are more likely to succeed than others with a wider approach. This study included seven-hundred companies that were included in the sample. This was true across parameters such as yield, adoption and satisfaction rates. Companies must also remain patient with the tools selected rather than bolting out quickly in search of the next latest tool.


Uploaded Date:13 September 2018

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