According to 73% of senior marketers surveyed by the CMO Council, customer experience is critical to their own professional success and to the ongoing success of the business. Stay on top of best practices, resources and peer-powered best practices to stay ahead of the experience curve.
A study shown that 71% respondents consider omnichannel fulfillment as a top or high priority — and are shifting their investment dollars into these avenues.
37% of respondents will address connecting physical and digital experiences and 29% of marketers intend to invest in more technologies to manage data, as well as the talent needed to oversee and optimize the new marketing technology stack.
44% of respondents state that digital has heightened the need for aggregated data that is pulled from across the company and 4% report that digital transformation is revealing cracks in their systems as data continues to be difficult to aggregate and centralize for a clear view of the customer.
In 2016 consumers globally are estimated to sell outright or trade-in 120 million used smartphones—an increase from the 80 million smartphones estimated in 2015—generating more than $17 billion for their owners.
Gartner predicts by 2017, U.S. customers' mobile engagement will drive mobile commerce revenue up 50%.
71% of retailers do not have formal processes for planning omni-channel demand and 44% indicated that improving analytics is a top priority.
4 out of 10 businesses interact with consumers across five or more channels.
Companies are seeing a 40% increase in usage of online service channels, reducing costs by more than 20% while increasing customer satisfaction by more than five percentage points.
69% of executives believe the communications industry has strong technology capabilities, but will find it difficult to complete digital transformation projects quickly enough and 64% believe this transition could be outpaced by other industries.
Companies with omnichannel customer engagement strategies retain on average 89% of their customers, compared to 33% for companies with weak omnichannel customer engagement.