Harris Poll: Addressing the Gaps in Customer Experience

There is a pressing strategic imperative for brands to compete on customer experience (CX) and meet consumer expectations for personalization. A modern CX entails omnichannel consistency powered by a deep understanding of the customer.

This Harris Poll survey, commissioned by Redpoint, reveals that brands are not meeting consumer expectations for personalization at the desired level. A gap between a consumer’s expectations and the experience being delivered is magnified by the inability of brands to marry strategy with
execution. Our research shows that brands are aware of the pressing need for a personalized consumer experience, and most have a strategy in place to get there, but existing MarTech solutions prevent them from being able to deliver a true, modern-day personalized experience.