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There are five key habits that successful customer experience professionals have in common, according to a recently published comprehensive global survey of customer practitioners. The survey was carried out by Confirmit in partnership with Engage Business Media. The resulting study, “The State of Customer Experience Report,” analyzes the factors that define leaders and laggards in customer experience across different industries and across B2B and B2C markets. The results show that leaders share common attributes which are critical in driving success, increased investment, and customer-centricity.
Claire Sporton, Senior Vice President of CX Innovation at Confirmit, says, “Unlike other studies, our report defines a CX Leader in terms of specific business outcomes, rather than those organizations that simply achieve the best CX metrics. Our experience shows that the proof of any program is the value it delivers across an organization and as such the most successful programs are seeing significant increase in investment.
She continues, “The report makes for fascinating reading, particularly when compared to our findings from last year. We’re seeing a clear maturity curve in terms of the sophistication of responses, which is reflected in the fact that nearly 60 percent of respondents have more than four years’ experience in CX. While this is great, there are also some red flags for us to consider, particularly around how companies are investing in actually driving change based on their CX programs.”
The findings of the research identify the five habits of highly effective customer experience professionals:
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