Customer experience (CX) professionals are interested in learning about all phases of the customer journey, though they appear to de-prioritize the post-purchase stage, according to a report from NetBase. The study suggests that CX professionals are missing out on some opportunities to gauge their efforts across different channels and data sources.
The report, which is based on a survey of more than 130 CX professionals, found respondents saying that the top business priority for CX data is to improve customer satisfaction. That’s supported by recent research, which likewise found that customer satisfaction is CX leaders’ top KPI.
But what data are CX professionals relying on to make their decisions? Read the rest at Marketing Charts.