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.
Roughly 3 in 4 consumers surveyed across 9 countries have experienced their ‘worst customer experience failure’ within the past 2 years.
According to polling by Millward Brown for Kentico Software, big data was the No. 3 highest priority for US digital marketers this year.
Public desktop websites are a greater priority than smartphone apps or public mobile sites when it comes to providing a consistent customer experience.
Consumers (aged 18-65) around the world are most likely to identify an Ideal customer experience with companies’ fast responses to inquiries or complaints.
Customer experience has been tabbed marketers’ most exciting opportunity this year.
Just 10% of marketers and 8% of agencies had tied together customer data across channels, tools and databases.
Less than one-fifth of respondents (18%) in both groups said they or their clients used a single customer profile for all marketing efforts, vs. 45% of marketers and 33% of agencies who didn’t.
The internet of things (IoT) is expected to become a thing in 2015, and marketers are focusing heavily on the inevitable connected future.