The Sad State of Customer Satisfaction

Customer satisfaction scores continue to plummet, with the latest research from Forrester indicating they've dropped again.

Sherri Schwartz, head of marketing for OvationCXM, shares her insights on why CSAT scores are at dismal lows, and what companies should be considering to recalibrate how they deliver CX across the organization and their ecosystem of partnerships.

In this video, she discusses:

• What's happening with customer experience

• Why existing technologies have been unable to optimize customer experience

• How CX management technology has emerged and how it works with existing tech stacks

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