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Companies Lack True Commitment to Customer Experience: DimensionData Research

Let’s stick with customer experience, although the news remains grim. A study from digital services vendor DimensionData finds that just 13% of organizations rate their customer experience at 9 of 10 or better, even though 71% say it’s their top strategic performance measure. Similarly, connected customer journeys via omnichannel solutions are the top-ranked technology trend for 2017 but 70% of companies have no or very few channels currently connected. A charmingly delusional 80% expect to have all or most channels connected within two years.

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89% of Companies Lack Well-Developed Strategy to Improve Customer Experience: Econsultancy

April 12, 2017

Why the merger between creative and tech? It’s the customer experience, silly. An Econsultancy study for emarsys of Asia/Pacific marketers found that just 11% have a well developed strategy to improve customer experience and just 7% are seamlessly integrated across channels. Biggest barriers are experience complexity (44%), disjointed data (34%), and siloed organizations (34%). Marketing is in charge of customer experience more than half the time (54%), far more often than sales (12%), customer insight (6%), operations (5%), or customer service/support (4%). No one is charge 7% of the time.

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Martech Spending Grows as Percentage of Marketing Budget: CMO Survey

April 26, 2024

Martech keeps taking larger bites out of marketing budgets: 17.3% last year, 19.9% this year, 23.5% next year, and 30.9% five years from now, according to the latest CMO Survey. This despite barely more than half (56.4%) of current tools being used and nearly half (48.8%) of the survey respondents reporting worse-than-expected results. Oddly enough, marketers rate selecting marketing technologies as the thing they do best.

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