This week Loyalty360 published an article titled, “The Future Sees Integration of Social Media and Customer Experience Management,” that, based on a report from Sprinklr and Harvard Business Review Analytics, concludes that organizations aren’t ready to deliver superior customer experiences.
The overarching theme of the report? Integrating social media with customer experience is the single most strategic investment your enterprise can make.
Loyalty360 gauged some views of its members on the importance and role of....