Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

CMOs are investing creatively in Customer Experiences

Creative Experience is an evolution of Customer Experience

The report argues how Creative Experience is an evolution of Customer Experience - using creativity to create distinct and connected experiences that create a place for brands to live in people's lives. The report outlines the three imperatives for superior CX - 'a customer-centred business strategy', an 'innovative use of technology', and 'data analytics to personalise products and services', with the marketers who do not embrace these capabilities being left at risk of being left behind.

Jean Lin Isobar Global CEO said "This survey is a must-read for any marketer aspiring to deliver next-level customer experiences. It defines Creative Experience - how the intersection of data, creativity & technology will lead the future transformation of businesses and brands through experience."

The results show how CMOs believe Creativity is critical to transforming both customer experience and business overall. 85% of CMOs said that creativity and big ideas that 'build the brand and that make create an emotional connection' are important to the future success of their business and 47% are investing in creativity next year.

Ronald Ng, Isobar Global Chief Creative Officer explained, "Experience is the only point of meaningful differentiation in brands. Whilst technology provides the infrastructure, it's a creativity that enables customer experiences to have meaning."

Notable findings included:

• 85% of CMOs said that creativity and big ideas that 'build the brand and that make create an emotional connection' are important to the future success of their business
• 52% of CMOs ranked Creativity and Ideation as the most important elements of the success of their business today and 47% are investing in Creativity next year as a priority
• 83% say that customer experience & commerce capabilities that are seamless and consistent across all channels is important to the future success of their business
• 57% of CMOs say increased customer expectations are a barrier to Customer Experience Excellence
• 64% of respondents said that good customer service means that the product or service delivers consistently
• 74% of Marketers are already using or anticipate using Voice technologies and 64% are already using or expect to use AR and VR in the near future

The report also details five tools for CMOs to use immediately to help transform the customer experience: Developing a Transformation Strategy powered by creativity; Evaluating Technology architecture to underpin experience success; Investing in Commerce through a D2C platform Strategy; Measuring Innovation to drive business results; and Utilising Modern Creativity to create Experiences that resonate.

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)