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)

Customer Experiences hampered by poor insights

The study found that 96% of companies deem customer experience optimization as "important", and more than two out of five companies (41%) say that this is now a "high priority" for their organisation.

With brands fighting for the attention of the always-on consumer, organisations are now keen to optimize customer experiences, as 94% believe doing so will result in higher engagement and conversion rates. Furthermore, 66% also cite better brand perception as part of the resulting upside.

"We have entered a new era of marketing, with data and marketing technology now affording unprecedented opportunities for developing a more customer-centric approach," said Bola Awoniyi, Research Analyst for Econsultancy. "Focusing on developing customer experiences can create a more loyal and engaged customer base which is an extremely valuable competitive advantage in today's fast-paced commercial environment."

However, the majority of marketers are not yet positioned to deliver the most relevant and personalised experiences, according to this research.

Standing in the way of these benefits are the vast and complex datasets businesses need to manage and use in real time and at scale.

Nearly two-thirds (62%) often feel overwhelmed by the volume of incoming data, and a staggering 85% are unable to extract the full value from the data sources they have access to. Just 3% of businesses claim they have a strong capability when it comes to using cross-channel or cross-device data for either real-time website or mobile app personalisation.

"Marketing organisations continue to struggle with large data and technology silos, as well as with shortage of talent to overcome them," said Boaz Ronkin, SVP of Product for Ensighten. "So CMOs will need to look for integrated solutions that can join disparate systems rather than adding more standalone systems into the mix."

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)