With customer experience (CX) becoming an integral part of doing business today, CXOs across industries are working feverishly to delight consumers along each step of the buyer journey. At a high level, ensuring a positive CX means eliminating the friction between the customer and the brand.
Today, an overwhelming majority of these journeys begin on search engines. However, recent research shows that a pervasive confusion with how search works are having a negative impact on customer experience.
