Digital engagement has led to higher customer expectations, greater demands, and more choices if one brand doesn’t deliver. Privacy laws and changes in the technology landscape have marketers scrambling to get the data they need to meet customer expectations.
With customer experience (CX) programmes buckling under pressure, the CMO Council and SAS embarked on an extensive study to understand where CX gaps and opportunities lie. The study looked at CX from various perspectives, conducting separate surveys for consumers and marketers. The study compared mature CX capabilities between top and bottom performers and noted changes and similarities in CX attitudes from pre-pandemic days to today.
The study found that more than 60% of marketing leaders say the digital customer journey has dramatically changed their CX strategy. Worse, nearly two-thirds aren’t very confident in their CX strategy’s ability to win and retain customers in this new environment.
Click on the link to download your copy of the study and discover insights and recommendations.
