Program Overview

Data-Driven Decisioning Powers CX Forward

Data Deliverance Drives Toward Ideal CX for Customers, Employees

The CMO Council, in partnership with Hux by Deloitte Digital, is undertaking research into the key criteria for achieving ideal CX. The program will audit and assess how marketers view customer data’s role in both externally and internally facing CX strategies.

Specifically, the CMO Council will look at the development of aspects that relate to CX, such as customer data management and governance, analysis and reporting, and AI and machine learning. Research will also cover challenges on the road to ideal CX, such as siloed data, unclear strategy, and lacking the right skill sets and technology.

The goal is to understand marketing’s current maturity in leveraging data and progressing toward ideal CX, as well as how marketing leaders can close the gaps and accelerate their capabilities

background

“Ideal CX” is an urgent area of strategic focus and competitive advantage for marketers actively engaging customers and employees in a digital-first environment. Spurred by the pandemic, the race is on to leverage data to inform and deliver a personalized digital experience that delights people, calms anxieties, engenders trust, adapts to behavioral and market changes, and converts customers.

Research Focus

Topics to be addressed and explored include:

  • Timeline to get to ideal CX for customers and employees
  • Omnichannel CX
  • Data acquisition, governance and measurement
  • Real-time reporting capabilities
  • Insights from advanced analytics
  • Required skill sets
  • Collaboration across the organization
  • Current state of AI/ML capabilities

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Curated Facts & Stats

74% of executives say AI has fundamentally changed how they approach CX.

Source: CMS wire

Companies with solid omnichannel strategies retain almost 90% of their customers, increase customer lifetime value by 30%, and multiply customer satisfaction by 23 times.

Source: Forbes

Consumers are rewarding brands that make personalization a priority with just over half (52%) saying they will trade personal and preference data to feel part of a brand’s community.

Source: MarTech Series

Almost two-fifths of customers prefer to check a product out in the store and then buy it online

Source: Marketing Week

Nearly 85% of customer interactions will be managed by AI in the coming years.

Source: Forbes

Three of the four top concerns for brands this year are all about data and how to leverage it effectively.

Source: Forbes

71% of consumers in the U.S. now expect personalization, with 76% admitting they get frustrated when they don’t find it.

Source: Retail TouchPoints

34% of brick-and-mortar shoppers now use their mobile devices in the store to sort of replicate the experience they have when shopping online.

Source: Pymnts.com

Over 70% of CX leaders struggle to design projects that increase customer loyalty and achieve results.

Source: Gartner

87% say customer feedback has become more important compared to before COVID-19

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