Most online consumers are underwhelmed by the customer experience provided by leading brands, according to the latest findings from Forrester Research’s European Customer Experience Index (CXi).
According to a press release, the findings have caused an explosion in customer experience investments across Europe in a bid to become more customer-centric. What’s more, experts predict that only those who are truly customer-obsessed will fill be able to fill this gap in the market.
The Customer Management Exchange Network has developed “Retail’s 2014 Guide to Customer Experience Investments”, which features intriguing insight into the investment needs and priorities of those in charge of customer experience, customer service, and marketing. The report spans the retail sector as well as other industries including the financial services, comparing investment requirements across Europe and the U.S.
This research was conducted in advance of Customer Experience Exchange for Retail, which is scheduled for July 1-3.
Industry heavyweights such as Andrew Murphy, Board Director, John Lewis; Chloe Macintosh, Co-Founder & Creative Director, Made.com; and Mark Dunhill, Managing Director, Whittard, will discuss how their customer experience strategies continue to achieve business critical results. Other speakers include TM Lewin’s COO, the U.K. Director of Training, Education and Customer Services for McDonald’s, Tesco’s Club card Reward Director, and Dyson’s Group Director of Owner Experience.
Nick Turner, Research Director for the Customer Management Exchange Network, said in the release that the changing customer landscape in the retail sector makes it both an exciting and challenging area.
“The forums we host are tailored specifically for our delegates, with only strategic leaders from the world’s best retailers invited to attend,” Turner said. “This has meant an unprecedented response for the July meeting already, and needless to say, we’re very excited for what the event has in store.”