Constraints on Omnichannel
Respondents were asked how well their organization currently supported their customer experience programs. In the main, the results were not particularly positive, with the majority of organizations stating that their CX technology and the organization’s readiness for change was either poor or average.
On the positive side, half of respondents stated that the organizational culture was already customer-centric, so it appears as though it is the execution of CX improvement rather than the acceptance of the concept itself which needs to be improved. Having said that, the poor rating for the organization’s readiness for change suggests that having a CX culture does not easily or necessarily translate into actual action to improve CX.