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March 2019

Customer Experience Report

Today’s brands must provide their customers with a tailored experience to help set themselves apart from competition and gain brand loyalty. CX executives have a strong incentive to stay on top of ever-changing technology to serve the customer most effectively while also modernizing company workforce. CX executives should also balance cost and service concerns, maintain an internal culture that improves customer experience, and measure the impact of their function on the financial performance of the organization. Today’s challenging landscape requires that CX executives take a more integrated approach to managing their function in order to deliver a seamless customer experience and support the bottom line.

Consero’s 2019 Customer Experience Report was developed in connection with its annual Customer Experience Forum, which took place in February 2019. The survey was deployed in person, resulting in a total of 57 responses from senior-level customer experience executives. The respondents are heads of their respective departments, holding decision-making authority over CX strategy and execution for their companies. The results below provide a brief glimpse into the issues and opportunities facing the corporate CX function today.