Highlights From The Global State of Customer Experience 2016 Report

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The Global State of Customer Experience 2016 by CX Network in partnership with Forrester & CRM Xchange has been published.

Below are 3 interesting highlights from the report;

#1. Customer Loyalty and Retention Is A Priority In 2016

Customer loyalty & retention was predicted to be a top investment priority for CX practitioners in 2016 by solution providers & analysts. Interestingly it was indicated by customer experience practitioners to be their top investment priority for the next 12 months.

This reveals that actual CX investments align with industry predictions.

Credit: cxnetwork.com

#2. Demonstrating ROI Was Revealed To Be The Top Investment Challenge For 2016

Demonstrating ROI was revealed as the top investment challenge in 2016 for CX practitioners. It is difficult to measure customer experience in numbers and figures which board decisions are dependent upon, especially when the board is not attuned to the importance of customer experience.

Credit: cxnetwork.com

#3. Creating a Customer-First Culture Is a Challenge For CX Practitioners

Creating a customer-first culture was predicted to be a challenge for CX practitioners in 2016 by both solution providers & analysts and interestingly enough it topped the list of challenges indicated by CX practitioners.

Credit: cxnetwork.com

Download Full report here

The insights from this report have been very remarkable. CX is still maturing and it’s here stay, it is set to be the next competitive battleground for customer loyalty.

What a great time to be in the CX industry!

Kelechi Okeke
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