This in-depth research report written by CX Network looks at the key customer experience trends, challenges and investments for the next 12 –18 months and the digital transformation of organisations. Their annual survey gauged the views of global leaders – across all major industries – within customer experience, service, insight, digital and marketing, on the changes that will be defining the industry in 2016.
CX Network collected the data from the over 700 responses for this report, to provide insights into the trends, challenges, investment priorities that will be shaping customer experience and the digital transformation of organisations. They compared the responses from their practitioner community with that of solution providers and analysts, to see where they align and where there is a marked difference.
- Customer loyalty and retention, CRM, and the online customer experience are the top investment priorities for the next 12-18 months
- Demonstrating ROI, finding budget, and gaining board level buy-in are the top 3 challenges bringing these investments to fruition.
Read more about The Global State of Customer Experience 2016 at Innovation Management.