Business Reporter – Technology – The engagement divide: why brands think they’re winning while customers walk away
Brands have never invested more in customer experience. Marketing tech stacks swell with AI tools, personalisation engines and omnichannel platforms. Boardrooms celebrate frictionless journeys and emotional connections. Dashboards glow green and, at face value, the metrics look good. Customers, on the other hand, are telling a very different story. The recent SAP Engagement…