Program Details

Customer Experience Dynamics

Ensuring Sales, Marketing and Commerce Are Fully Aligned to Deliver a Consistent Experience

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Sponsors and Partners:

Overview

There is little question that today’s customers, across both B2B and B2C journeys, have a heightened expectation for relevance, context and personalized experiences, regardless of channel or circumstance. This has placed added pressure on sales, marketing and commerce executives to align on a comprehensive customer experience strategy that goes beyond “customer-centricity” buzzwords. It requires action—and actionable intelligence—that enables micro-moments of customer delight that can yield more profitable experiences.

The CMO Council, Selling Power and SAP Hybris have joined together to assess and benchmark the state of alignment, partnership and collaboration across sales, marketing and commerce executives as the customer experience mandate takes hold. The final report will feature insights into customer experience strategy, how it has taken shape in organizations and where opportunities lie to enhance functional partnership in execution.

The findings of this study will be exclusively revealed at the Customer Experience Summit, being held on May 16, 2017, in Orlando, Florida, in conjunction with SAPPHIRE NOW. For more information, please visit https://cmocouncil.org/thought-leadership/events/2121.

Research: Survey & Reports

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Curated Facts & Stats

The key to CX is maximizing the effectiveness of all of these factors at every stage of the customer journey. In 2024, CX will continue to take on new meaning as it becomes a strategic priority for all businesses.

Source: Forbes

Customer experience is not just a set of actions. It also focuses on feelings. How do your customers or prospective customers feel about your brand? At every customer touchpoint, you can improve—or destroy—how your customers feel about you.

Source: Oracle

89% of companies surveyed by Gartner consider customer experience to be the new competitive battlefield.

Source: Gartner

Despite regularly sharing CX and satisfaction metric reports with organisations’ boards, 84% believe that leadership’s use of this data should be improved. In fact, within the technology sector, a fifth (21%) claim that a complete overhaul is needed because executives / the board are not using it at all.

Source: Call Miner

70% of consumers spend more with companies that offer fluid, personalized, and seamless customer experiences.

Source: CX Trends

Customers want to feel connected to their favorite brands, and they want the companies they buy from to know and respect them. CX has become the leading competitive differentiator, so businesses must ensure that their CX strategies can deliver personalized, pleasing interactions at every customer touchpoint.

Source: Oracle

Half (49%) of surveyed senior CX and contact centre decision makers firmly believe that AI technologies will help them achieve greater efficiency to optimise their CX strategy when under financial strain; 45% strongly agree that they want their organisation to do more with fewer resources in the current economy.

Source: Call Miner

In terms of CX, AI has endless potential uses, from generating dynamic marketing campaigns and personalized user guides to streamlining customer service and gaining deeper insights into customers and loyalty by analyzing behavioral data.

Source: Forbes

In terms of CX, AI has endless potential uses, from generating dynamic marketing campaigns and personalized user guides to streamlining customer service and gaining deeper insights into customers and loyalty by analyzing behavioral data.

Source: Forbes

A third (33%) of respondents believe the adoption of AI will become critical to how their organisation approaches CX in the future.

Source: Call Miner
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