Customer Experience Landscape: A State of the Industry Report, Shaped by Industry Feedback
Customer Experience is more than just a buzz word - it's a critical leg of the customer loyalty journey. The Customer Experience Landscape is an honest and unbiased assessment of the CX strategies in the market today. Building on the insights uncovered in the 2015 report and incorporating feedback from Loyalty360 members, the 2016 study explores year-over-year shifts in strategic direction, investment, business impact, channel strategy and more. Readers will gain business intelligence on CX budgets, metrics, performance benchmarks, challenges and innovations.
With the CX Landscape: The State of the Industry report, Loyalty360 has chosen to assess the current and future states of customer experience. By surveying more than 250 brands, the study evaluates the definition and scope of CX, processes, frameworks, challenges, technology adoption, innovations and knowledge gaps.
2015 Customer Experience Landscape
As customer experience continues to evolve and advance, Loyalty360, the definitive voice of loyalty marketing, has chosen to again assess the current and future landscapes. The CX Landscape online survey polled more than 150 brands, representing companies of various sizes and a broad spectrum of industries, from September 16 – October 27, 2015. The study evaluated CX budgets,
definitions and scope, as well as metrics, performance, techniques, tools and challenges.
Key findings of the 2015 study include:
- The definition of customer experience continues to evolve and grow.
- Budgets for customer experiences are on the rise year-over-year.
- Customer insights are playing a big role in customer experience strategies and programs, yet brands are still struggling to effectively turn insight into action.
- Brands say the biggest challenges to customer experience are internal, rather than competitor or customer-driven challenges.
The study revealed a need for standard metrics and benchmarks to help brands understand what’s working, what’s not and how CX efforts can help meet overall business goals.
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