Bain and Company has conducted a survey for the customer experience tools to see which of these are most useful to organizations, or have a potential for the same in the future. The three kinds of tools most in demand are the ones working on business analytics, personalized experiences and sensors in products. Such tools are being used a fifth of companies only today in one-on-one marketing or sales, but the figure is expected to soar above the 60% mark over the next few years. The corresponding figure is 30 and 70 when it comes to personalized experiences. For automated decision engines, the rate of adoption is a mere 15% right now but is expected to reach 57% in a few years.


Uploaded Date:11 September 2018

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