November 2015 Customer Experience Report

The increase of multichannel marketing in customer care has made the role of the Chief Customer Experience Officer more complex than ever before. Chief CX Officers are charged with providing excellent customer experience among various channels while meeting the other demands of the business. This group of senior-level executives operates in an increasingly competitive landscape, extracting actionable insights from many different metrics and social media interactions. Through proper integration of data, organizational alignment around CX strategy, and consistent customer engagement, customer experience executives will be in the best position to provide positive customer outcomes.

Survey Structure And Methodology

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.

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