Shifting to data-driven decision-making and improving the customer experience top the list.
Customer Experience Articles
Marketers believe that the data-driven marketing trend most critical to the decision-making process will be improving the customer experience.
A minority of CX practitioners said that their organization is effective at looking for emerging signals in what customers are thinking and feeling.
Another priority for CX improvement in the coming year is aligning teams and tactics to create a seamless brand experience.
Consumers are skeptical about brands’ transparency when it comes to use of personal data.
Nine in 10 adults report having earned or redeemed a reward in the past 6 months.
1 in 5 say it typically takes longer than 24 hours for brands to respond to messages.
Almost 6 in 10 marketing decision-makers say creative is very important to their customer experience strategy.
After encountering an issue, many say they’re unlikely to return.
Marketers consider the most critical feature of a marketing attribution platform to be easy setup and integration.
A Slight Majority of CX Leaders Think Customers’ Preference for Digital Channels Will Persist Post-Pandemic
Improving customer satisfaction is the most-cited high priority for CX leaders.
Misalignment between teams and poor communication bring down customer experience efforts.
85% of the adults surveyed say that rising inflation has had an impact on the way they shop.
Youth are more likely to turn to the internet than to a financial advisor.
Some will be including interactive content in the year ahead, though few expect to leverage AI.
Only 1 in 3 are very confident that they have a fully-detailed understanding and/or map of each customer’s digital journeys.
Forget ratings and reputation. Insurance coverage is top of mind for patients.
Marketers plan to invest in customer data platforms and segmentation and targeting solutions.