Customer Experience is the Next Frontier

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[Slideshare] Some data about the imperative of CX, its ROI, and some important future trends.

Despite heavy investment in R&D, many brands are producing similar products and finding that customer interaction may be the next frontier of business advantage. In the following presentation, I share data from a MaritzCX study of automotive manufacturers in which we discovered that dealers that delivered greater customer satisfaction saw a huge return on that investment. I also discuss some future trends that promise to turn the world of market research upside down but eventually result in increased operational efficiency and better experiences for customers.

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