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2020, right?
Weâre well into 2021 now, but customer experience professionals and marketers still feel the remnants of one of the most challenging years for brands in terms of delivering digital customer experiences to customers and prospects.
The CMSWire State of the Digital Customer Experience 2021 report covered these challenges, which included organizational and data silos, rigid bureaucracies, immature infrastructure, scarce resources, outdated thinking, immature measurement and difficulties in understanding customers. These were just some of the common and persistent hurdles, according to the reportâs executive summary by Brice Dunwoodie, CEO and founder of Simpler Media Group, which publishes CX Decoded and CMSWire.com.