Imperative I
Couple your competitive solution with great service
Successful CX Leaders put a much higher significance on improving the customer service experience than do their counterparts.
We surveyed 340 B2B customer experience professionals to learn how they approach customer experience. Our respondents came from companies of diverse sizes and industries across North America and EMEA.
Leaders The 48% of respondents who claimed an increase in customer satisfaction due to their CX initiative.
Laggards The remaining 52% of respondents who did not claim an increase in customer satisfaction due to their CX initiatives.
Growth opportunity The growth opportunity for Laggards to become CX Leaders.
Successful CX Leaders put a much higher significance on improving the customer service experience than do their counterparts.
Which of these stages in the customer journey are top priorities for CX improvements?
The top performing CX initiatives distribute customer data across departments and encourage cross-collaboration.
At your company, who has access to customer feedback?
Find out the typical CX team structure based on company size and industry.
Successful CX Leaders are six times more likely than their counterparts to claim a return on investment (ROI) on their customer feedback.
Leaders are twice as likely to claim a growth in revenue
Leaders are three times more likely to claim an improvement in market position
Leaders are six times more likely to claim a CX ROI