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Accenture Research: Innovation Focus Is Switching from Product to Customer Experience

I found this Accenture report hard to follow but the message is still important: superior customer experience is now more important than product innovation. Key quote: “Two thirds (66 percent) of companies surveyed reported that their most successful innovations in the last two years have been derived from improved customer experiences and related new business models versus new products alone.”

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Data Prep Market to Grow 25% per Year through 2021: MarketsandMarkets Study

November 30, 2016

The market for data preparation systems will grow 25% per year to reach $3.93 billion by 2021, according to a new study from oddly-named market research firm Marketsandmarkets. Although the report cites self-service data preparation as a particular growth area, it focuses primarily on tools used by IT departments. As you know, data preparation is one of the key features of a Customer Data Platform: so growth in this market is good news for CDP vendors and potential users.

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Marketers Struggle for Personalization Success: RedPoint Global Survey

September 27, 2021

This Harris Poll study for Redpoint Global offers a sobering view of customer experience reality.  They found that marketers are twice as likely as consumers to think brands deliver an excellent experience (51% vs 26%), while under half of the marketers who use advanced technologies including personalization, AI-driven recommendations, or multi-variate testing think they are having great success with them.  Fun fact: the average number of customer engagement systems is now 16, nearly double the figure in 2019.

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