Over the past several years, organisations have invested vast amounts of money in building attractive-looking front-ends to enhance their customers’ experience. But KPMG research found that only around 30 percent of enterprises feel they’ve received the expected return from those investments. And further, many customer experience initiatives end up losing money for the company.

Over the past several years, organisations have invested vast amounts of money in building attractive-looking front-ends to enhance their customers’ experience. But KPMG research found that only around 30 percent of enterprises feel they’ve received the expected return from those investments. And further, many customer experience initiatives end up losing money for the company.