Customer Experience Dynamics

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

Program Details

Sponsors and Partners:


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


Facts & Stats

45 percent of customers are willing to pay more for better customer service

Source: Clarabridge

42 percent of consumers have purchased more after a good customer service experience.

Source: Clarabridge

In the United States the estimated cost of customers switching due to poor service is $1.6 trillion.

Source: Clarabridge

44 percent of consumers are more likely to tell others about their negative experience—either online or offline.

Source: Clarabridge

54 percent of customer service professionals strongly agree that CX is more important now than it was two years ago.

Source: Clarabridge

81 percent of consumers’ buying decisions are influenced by their friends’ social media posts.

Source: Kayako

59 percent of consumers like to tell others about new products.

Source: Kayako

Almost 60 percent of consumers in a study were unlikely or very unlikely to return to a business they had experienced poor customer service from, even if a trusted friend said the service had improved.

Source: Kayako

By 2016, 89 percent of companies expect to compete mostly on the basis of customer experience, versus 36 percent four years ago.

Source: KA Post

86 percent of senior-level marketers say that it’s absolutely critical or very important to create a cohesive customer journey.

Source: KA Post