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Counting the Cost of Not Knowing – Customer Experience White Paper

A multi-region research study

Key findings from the research include:

  • 89% believe Customer Experience is a significant differentiator in their sector right now. However, 85% of organizations say understanding why customers may struggle with their website is a current challenge.
  • Understanding customer behavior is seen to diminish as customers move from getting to their website (where 48% describe understanding as excellent) to knowing what customers do on their website (36%) and how the purchase process works from the customer perspective (35%).
  • On average, businesses only think they know half of the customer difficulties experienced with their website.

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