Report
The State of Experience in Canada
Discover what's shaping the Canadian experience landscape
This report examines the implications of COVID-19 on Canadian businesses, looks at changing Canadian consumer expectations surrounding customer experience, and reveals that the majority of Canadian businesses are still playing catch up when it comes to delivering on a consistently strong, omni-channel customer experience.
THE FINDINGS
Download the report to find out how operationalizing and up-scaling your understanding of customers and their journeys can enable your organization to create more personalized experiences in key moments of truth, across every interaction.
Key findings include:
Key findings include:
- 11% of organizations consider themselves customer experience leaders
- 27% of executives believe the tools being used to collect & analyze customer sentiment are adequate
- 21% of executives say they have a comprehensive omni-channel strategy in place to improve customer experience
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