Customer experience is shifting from a departmental to organization-wide focus, according to this very interesting CMO report for Optimizely. CEOs now are directly in charge of CX at 28% of organizations, up from 7% the year before, while the number marketing, sales, and dedicated CX leaders in charge has dropped. Unified data is the highest CX tech priority although CDPs rank far behind AI, campaign management and CRM on the list of planned investments.
What kind of idiot would copy the self-destructive business choices that Elon Musk is making at Twitter? No need to wonder: Meta’s Mark Zuckerberg announced a paid “blue badge” service for Instagram and Facebook accounts in Australia and New Zealand, with plans to roll it out globally.
Here’s a look at CX priorities from the customer service point of view. Intercom found that 76% of respondents said their current tech stack holds them back from meeting their goals, with 73% specifically citing improved integration as a priority. While better training was the top solution to meeting customer expectations (53%), more automation also ranked high on the list (43%).
Just over half of consumers (54%) like to receive personalized messages because they show the consumers are known to the brand, plus they can be time savers. The rest (46%) find it at best unimportant, at worst creepy. Relevance far outstrips personalization when it comes to driving email opens (54% vs. 19%). Takeaway: treat each customer the way they prefer.