Confusion Reigns Over Who’s In Charge of CX: Bloomfire Study
Marketing, customer service, and sales leaders may all think it’s obvious that their own department is in charge of customer experience. But they’d probably be surprised by this Bloomfire study which found other departments disagree: for example, 62% of marketers said marketing is in charge of CX but just 30% of people in other departments said the same. Nearly half (45%) said half of their CX decisions are data driven, which may be obvious but is still rather sad.