Study: Executives Are Delusional About Customer-Centricity
Toister Performance Solutions
APRIL 12, 2018
This comes from this 2005 report from Bain, so it's a little out of date. A 2017 study by Capgemini Consulting sought to provide updated insight into the so-called executive disconnect. This includes searching for product information online, using a company's app, or searching for technical support information on a website.
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