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IBM 2017 Customer Experience Index (CEI) Study


Our fifth annual IBM Customer Experience Index (CEI) Study identifies which brands are providing leading shopping experiences and how they’re doing it. To achieve this, we undertook a global assessment of retail and consumer products brands' customer experience (CX) capabilities from a consumer’s perspective at key touchpoints along the in-store, online and mobile shopping journey using a common set of criteria and a universal scoring system.

The 2017 CEI results indicate that brands have significant room for improvement in terms  of satisfying customer expectations: On a scale from 0 to 100, the average CEI score is 33. 

Download this white paper to find out more.

Tags : customer experience, customer analytics, customer behavioural analytics, customer experience management
Published:  Jun 07, 2017
Length:  24
Type:  White Paper