Capgemini launches the findings of « The Disconnected Customer: What digital customer experience leaders teach us about reconnecting with customers. » A compilation of findings from more than 3,000 consumers and 600 executives that serve them, the research reveals a gap between how businesses and consumers perceive the quality of their customer experience.
Of the organizations surveyed, only 3 out of 10 match customer expectations. 8 in 10 Consumers willing to pay more for a better customer experience as big business falls short on expectations. 75% of organizations believe themselves to be customer-centric but only 30% of consumers agree to this. Find out more insights from the report about the big disconnect between businesses and consumers on what represents customer centricity and also on whether the customer experience is improving.