Customer Experience and Customer Engagement have become complex and multi-layered disciplines, posing a multitude of challenges and opportunities that impact every part of an organization. At Engagement & Experience Expo, you’ll learn the critical approach that other marketers are using to, not only engage customers, but to also retain them as brand advocates.

Herewith, ten facts about Customer Engagement and Experience that you’ll be armed to act on after attending the 2014 Engagement & Experience Expo.

Did you know…?

  1. The definition and scope of Customer Experience is becoming more esoteric?1 Find out how the most effective organizations define it in the CX Landscape: The State of the Industry report, released during the expo.
  2. Overall 79% of CMOs say it is essential or very important to deliver an effective Customer Experience for their company, but only 63% say they are doing a good job?2 Hear how successful brands are doing it during the Loyalty360 CX Awards ceremony.  
  3. Customers who are fully engaged represent an average 23% premium in terms of share of wallet, profitability, revenue, and relationship growth over the average customer?3 Get best practices for Customer Engagement during a slate of top-notch sessions. 
  4. Alignment across channels is the single biggest challenge that companies are facing with their Customer Experience strategies?1 Hear how others are tackling the challenge during the popular peer-to-peer roundtables.
  5. Measurement and benchmarking are also noted as critical CX challenges? 1 The CX Landscape: The State of the Industry report will provide much sought-after CX industry benchmarks.
  6. The biggest predicted change in marketing over the next five years, according to CMOs: analytical skills will become a core competence of marketing?2 Get prepared for the change at Engagement & Experience Expo.
  7. Over one-third of CMOs predict that mobile will account for the majority of the marketing budget within five years? 2 Meet Exhibitors who are industry experts in mobile marketing.
  8. More companies expect the efforts of their Customer Experience strategy to have an impact in the short-term, rather than the long-term?1 Talk about best practices for measuring CX impact during the many networking opportunities.
  9. When consumers are familiar with and aligned with a brand’s promise, they give it twice as much share of wallet?3 Loyalty360 CX Award winners will share how they approach brand alignment.
  10. Most frequently, more than one group is accountable for Customer Experience within an organization?1 Learn strategies from peers who coordinate across multiple groups and functions. 

To help guide you on customer experience – a critical leg of the customer loyalty journey – Loyalty360 has developed two new industry assessments: the Loyalty360 CX Awards and the The CX Landscape: The State of the Industry report. Both will culminate at the 2014 Engagement & Experience Expo, November 10 – 12, 2014 in Dallas, Texas.

For more information or to submit an entry in the Loyalty360 CX Awards, visit Entries close July 31, 2014.

To participate in the survey for the CX Landscape report – and receive a free copy of the report – visit

For more information or to register for Engagement & Experience Expo, visit

1. Source: “State of Customer Experience Snapshot,” Loyalty360 research, June 24, 2014 (

2.  Source: “CMO Insights 2014,” Accenture, 2014 (

3. Source: “State of the American Consumer,” Gallup, Inc. June 2014 (

Recent Content