Customer Service Isn’t Enough: 3 Reasons to Switch to Customer Success

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By Serenity Gibbons

For all the buzz surrounding customer experience (CX), few CX leaders think their work is wowing customers.

Although 81% of CX leaders surveyed by Gartner this past July believe CX will soon be the basis on which their companies compete, only 22% say their efforts are exceeding customers’ expectations. If leaders understand the importance of CX programs, why are they struggling so mightily to deliver the experiences their customers want?

Much of the challenge has

☞ | View the full content of this post. Exclusively available to ASQ Members.