In this video, we learn that while it's difficult to determine exactly how many companies have dedicated customer experience departments, an increasing number of companies are recognizing the importance of customer experience and investing in building dedicated teams or hiring customer experience professionals. A survey by Gartner found that more than half of the companies surveyed had a dedicated customer experience team, and this number is expected to continue to rise. The video also highlights the rapid evolution of customer experience, driven by the increasing demand for personalized, seamless interactions across all channels and the adoption of new technologies such as artificial intelligence, machine learning, and automation. The COVID-19 pandemic has further accelerated the need for companies to adapt and innovate in response to changing customer behaviors and expectations. The video concludes by emphasizing the importance of customer experience platforms, which enable companies to measure and improve their customer experience by tracking key performance indicators and providing a centralized location for gathering data and insights.
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