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)

Data problems hamper great customer experiences

When it comes to customer data, more is often less

"Around the world, companies are realizing the importance of using data to understand the evolving wants and needs of their customers," said Brian Shepherd, executive vice president and group president for CSG. "And while companies have significantly increased the amount and type of customer data they collect, harnessing the power of that data to deliver a truly differentiated experience remains a significant challenge."

Key findings of the study included that:

• Data is Abundant - However Internal Silos Stand in the Way of Delivering Good CX
• Eighty-five percent of companies surveyed have more data on their customers than two years ago; however less than one-third (29%) have high confidence in data quality.
• Only half (51%) of companies surveyed can use this data to personalize and customize interactions and less than half (46%) can orchestrate actions in real time.
• Decision makers surveyed indicated that the top challenges of delivering a good CX include the existence of internal silos (38%).
• Only 57% of executives agree that the CX budget has been spread across various departments to create a more integrated CX plan.
• CX is a primary driver of both customer retention and growth, as 62% of decision makers surveyed agree that more customers are making purchase decisions based on experience alone versus just two years ago.
• Customer demands that have changed in the last two years include increased demand for quicker response times (53%), increased demand for more personalization (59%) and increased desire for connected online and offline experiences (55%).
• Sixty percent of companies believe the failure to deliver a positive customer experience could likely result in decreased customer retention and 57% anticipated a possible decrease in sales or loss of company revenue.

The company's own expert analysis asserts that only with a better understanding of how to interpret and leverage customer data will companies be able to isolate, quantify, model and track opportunities to improve CX, operational efficiency and ultimately drive business results.

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)