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. Eight in 10 consumers are 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. 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.