A positive customer experience requires seamless integration across multiple contact channels. Today’s customers expect to receive instant responses from their favorite brands, with quick and favorable resolutions. And any hiccups in the customer interaction can result in a loss of brand loyalty. This customer demand creates a challenging environment in which chief customer experience officers operate, providing strong incentive for them to leverage big data and metrics to improve their strategies and align their organization and teams around customer experience. Through better training of their CX agents, and through proper application of the right data and analytics, CX officers will increase brand loyalty and thereby improve the bottom line.
This Customer Experience Data Survey was developed in conjunction with Consero’s Customer Experience Forums for chief CX officers in the U.S. and Europe. The 69 survey respondents are from Fortune 1000-level companies based in America and Europe, providing a global perspective on the challenges and opportunities of senior-level executives in the customer experience industry. An analysis of the 15-question survey results appears below.