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How Data is Driving Next-Generation
Customer Experiences Report 2022


The global pandemic has rapidly increased the
volume of digital customer interactions with brands,
driven corporate investment in data integration
technologies, and transformed customer expectations
worldwide.In this new business reality, it is more vital than ever for
businesses to provide their customers with world-class
customer experiences.

Great CX improves customer
retention, increases customer lifetime value, drives word of
mouth referrals, and as a result is increasingly important to
the bottom line for global businesses.

However, many enterprises still struggle to leverage their
data effectively to understand their customers’ journeys and
provide personalized and interactive customer experiences.

With commentary from a range of top executives, this
representative survey of 100 data, analytics, and CX
leaders from enterprises in North America, Europe,
and Australia identifies the top challenges facing data-driven CX executives today.

What’s more, our research
explores how they can overcome them to transform their
organizations’ customer experiences.