Customer experience transformation is rapidly becoming a key business differentiator in the battle to retain customers and grow revenues and wallet share. But many businesses have yet to rise to this challenge, due to constraints imposed by their legacy Customer Relationship Management (CRM) platforms. As a result, they continue to focus on routine operational savings rather than dramatically improving their customers' experience and net promoter scores. These are among the main findings of a major global survey of international businesses across the UK, mainland Europe and the U.S. undertaken by Pegasystems (PEGA 35.27, +0.25, +0.71%) , the industry leader in business process-driven customer experience transformation.
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