Fifty-Three Percent of Customer Experience Officers Have Not Used Big Data to Improve Strategy, Consero Survey Finds

BETHESDA, MD – (Dec. 17, 2015) – At a time when businesses continue to expand their use of data, a majority (53%) of Customer Experience executives do not use big data to improve strategy, according to a new survey by Consero Group, an international leader in creating high-level, invitation-only events for senior executives. The results were reported as part of the November 2015 Customer Experience Data Survey, compiled by Consero.

Additionally, 58 percent of Chief Customer Experience Officers reported that they have not successfully linked their Customer Experience metrics to financial performance. When asked about specific programs, 60 percent of executives said they are dissatisfied with the level of insight they have been able to extract from their company’s Voice of the Customer (VoC) program.

“To stay ahead of their competitors, organizations need metrics to monitor every touch point of the customer lifecycle—from research to post-purchase,” said Paul Mandell, Founder & CEO of Consero. “Into the new year, senior Customer Experience executives must seize the opportunity to use data to measure and improve the efficacy of their strategy and department.”

Additional Findings Included:

• Majority of Execs Lack Necessary Resources: Over two-thirds (68%) of Chief Customer Experience Officers reported that they did not have sufficient resources to manage their department effectively.
• Organizational Alignment with CX Strategy Top Priority: Forty-three percent of respondents named organizational alignment with customer experience strategy the main challenge they face in their role.
• More Focus on Customer Retention Than Acquisition: Fifty-six percent of executives are focused on customer retention, compared to 38 percent who are focused on customer acquisition.

The 2015 Customer Experience Data Survey was developed in connection with Consero’s invitation-only U.S. and European Customer Experience Forums. Chief Customer Experience Officers from North America and Europe were asked 12 questions on top issues facing the industry. The questions focused on issues related to budgets, the use of data and metrics to enhance customer experience, perceptions on using Voice of the Customer, and departmental challenges. While the survey was limited to 60 respondents, the results yielded insights that Chief Customer Experience Officers can apply in the coming year.

About Consero

Founded in 2010, Consero Group is an international leader in creating industry- specific events for senior-level executives in the following areas: Legal, Compliance, Shared Services, Customer Experience, Finance, IT, HR, and Procurement, among others. Based in Bethesda, Maryland, Consero is best known for transforming the executive experience through intimate, invitation-only programs in a sophisticated learning environment with high-level content. For more information on Consero, please visit www.consero.com.

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Mark Pasetsky
Mark Allen & Company
646-794-4201
mark@markallenco.com