CX Imperatives Part2
“This research provides reported consumer preferences about their brand experiences— not conjecture.”
- Quote
- Be assured that small tweaks to your strategy and internal alignment will put you on the path to leader status.
What does a CX leader look like?
How do CX leaders organize their teams? How do they integrate their technology? What is their approach to AI?
In our second installment of the 2024 CX Imperatives, we examine business leaders’ approaches to CX strategy and activation. How are today's organizations meeting consumers' expectations for experience? We dive into the insights around the business practices that enable great CX, and detail how brands can get to the CX Leader status.
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81%
of CX leaders have formal, codified CX strategies that have been in place for several years
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59%
CX leaders look at sales/conversion data at much higher rates than other groups
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54%
of CX leaders report that their martech platforms are very well integrated
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72%
of CX leaders have already invested in and implemented AI-driven CX solutions
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-
81%
of CX leaders have formal, codified CX strategies that have been in place for several years
-
59%
CX leaders look at sales/conversion data at much higher rates than other groups
-
54%
of CX leaders report that their martech platforms are very well integrated
-
-
-
72%
of CX leaders have already invested in and implemented AI-driven CX solutions
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Leaders have codified CX strategies and customer-first cultures.
A company-wide commitment to the customer sets mature organizations apart. While it can be tempting to chase after new trends or technology, brands should never lose sight of the ultimate goal: to organize all strategy around meeting and exceeding customer expectations.
Leaders prioritize customer feedback over competitor activity.
Customer feedback may reveal the secret to growing your business. Keeping an eye on competitors is important, but it shouldn't drive your strategy. Customer prioritization is key.
CX leaders have integrated martech.
Data that's siloed will only hurt the customer experience. CX leaders are more likely to have a single source of truth for their customers, allowing for cohesion across channels.
Why AI matters
Discover how AI fits into the consumer experience equation, and how successful AI relies on a clear tech and data strategy.
How to leverage customer feedback
Learn how to ask customers for their preferences and gauge overall customer satisfaction. Then, use those findings to enhance your customer experience.
Action items for CX professionals
Start building and acting on strategies that involve everyone within the organization and directly focus on exceeding customer expectations.
