The number of different touch points and complexity of the customer experience (CX) ranks as the greatest barrier preventing organizations from improving CX.
A high-performing website is again more important to consumers than fresh and updated content, a consistent cross-screen experience and personalized content.
83% of marketers believed that it would be very important to know how to make data-informed decisions to respond to disruptions to their jobs.
Topping the list, as it did in last year’s report, was the pace of new technology, cited as being significantly or somewhat disruptive by 84% of respondents.
Convenience is the most important element of the mobile retail experience, whether that experience is on the mobile web or in mobile apps.
Some 82% of consumers have had a positive experience with a company recently, finds Verint in a survey of 18,038 respondents across 9 countries.
About three-quarters of the almost 2,000 shoppers surveyed around the world by Zebra Technologies are at least somewhat satisfied with shopping in stores.
One-third of US adults report having ever used social media to ask a customer service question.
Face-to-face communications ranks as easily the most important customer experience channel today.
Mobile isn’t yet a top priority for B2B companies, with only about half of respondents reporting making investments in mobile marketing.