By 2020, customers will manage an estimated 85% of brand interactions without speaking to a human. The prevalence and richness of digital touchpoints means that companies are accumulating a huge volume of measurable information about their customers.
This information is power, and leaders are using it to learn from their customers and provide outstanding experiences. This is digital transformation, and those retailers wanting to emulate the success of industry leaders need to implement a digital Customer Experience (CX) strategy to get there.
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