Just coming up with a strategy is something that companies must improve on. More than one-third of respondents said their organization didn’t have a formal customer experience management strategy. Somewhat promising is the fact that around the same percentage were making steps toward developing one, and one-quarter actually did have a strategy.
CMOs—one group usually expected to spearhead alignment—noted in June 2014 polling by Korn Ferry some of the challenges they were facing when trying to get everyone to work toward the same customer experience. Nearly 43% of US CMOs said aligning department strategies and priorities was the primary challenge of working across departments to develop a single customer experience. More than one-quarter said the same about integrating the customer experience across various sales channels. Read the rest at eMarketer.