Survey: Data, top tier buy-in are key to successful customer experience


Retailers aiming to shore up the customer experience, and return on investment with CX technology, need to focus on getting executive support and ensuring good data integration.

Those are the findings of a new Confirmit survey highlighting critcal areas that drive customer experience success.

The State of CX survey, run by Confirmit and Engage Business Media, advises CX professionals to put ROI, data integration and executive buy-in at the top of the CX "wish list" for 2018, according to a press release.

"Many businesses are able to provide anecdotal evidence or use key metrics to measure CX program success, but very few are able to link the CX program with financial results. Without the ability to demonstrate ROI, it is much harder to gain support of the C-suite, set the right goals for the business and secure the desired improvements and culture change across the business," said Claire Sporton, senior vice president, customer experience innovation at Confirmit, in the release.

 


Topics: Consumer Behavior, CRM, Customer Experience, Customer Service, Technology, Trends / Statistics

Companies: Confirmit


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