How IT Enhances the Customer Experience
How IT Enhances the Customer Experience
Companies are budgeting for more IT solutions—in particular those that address data and analytics needs—to improve the customer experience.
Bottom-Line Benefit
For every dollar spent on improving the customer experience, organizations see a return of $3.
IT Investment
50% of survey respondents said their company will invest in additional tech to improve the customer experience, while 47% said there will be additional investment in data/analytics to support these efforts.
Market Drivers
64% said competitive elements are driving them to improve the customer experience, and 52% said customer feedback is.
Top Business Benefits of Customer Experience Investment
Increased revenues: 40%, Financial performance edge over competitors: 38%, Improved sales cycles: 37%
Top Customer-Focused Benefits of Customer Experience Investment
Increased customer satisfaction: 58%, Greater customer loyalty: 45%, Improved acquisition and retention of customers: 41%
Impactful Endeavor, Part I
65% of survey respondents said prioritizing the customer experience enables them to provide personalized and relevant information to customers at the right time and in the right place.
Impactful Endeavor, Part II
61% said focusing more on the customer experience paves the way for a “frictionless” shopping experience across devices and channels.
Lapped Traffic
Only 14% said their organization is one step ahead of their customers’ changing expectations.
Experience Obstacles: Out-of-Date
44% said their ability to deliver a good customer experience is constrained by the lack of modern IT, sales, marketing and service systems.
Experience Obstacles: Short-Handed
41% said the unavailability of internal skills to build, implement and manage the end-to-end customer experience creates challenges in these efforts.
Experience Obstacles: Gadget Gap
39% said their company struggles to provide a seamless experience for customers as they pursue a sale using different devices.
Experience Obstacles: Muddled Metrics
34% said they face difficulties in attempting to analyze customer data, such as that captured within disparate data sets, systems and tools.
