Delivering Experiences That Win Business and Build Loyalty

Organizations are increasing their investments in technologies that can boost customer experience (CX). However, achieving a payoff from these technology investments — in terms of both customer experience and financial returns — remains a work in progress.

MIT SMR Connections, with sponsorship from SAS, surveyed more than 2,600 business leaders worldwide about how they approach CX. Respondents from a variety of industries rated the CX capabilities of their organizations and shared insights on their CX challenges and investment priorities. Our research indicates that only a small percentage are delivering top-quality experiences.

To help business leaders become competitive with their CX offerings and confident about the returns on their CX technology investments, this report delves into the specifics of what distinguishes CX champions from the rest of the pack.