For marketers looking to decode the customer journey, understanding customer pain points can be helpful. According to April 2016 research, almost three-quarters of executives in North America said they have at least some capability to detect when and how digital customers are struggling.
Econsultancy, in partnership with IBM, polled 225 executives a from large firms in a variety of industries in North America.
For the most part, execs believe their company has the ability to automatically identify when customer struggles take place.
