Forget content marketing, mobile, and personalization. Customer experience outranks them all as marketers’ most exciting opportunity this year, reveals a recent report from Econsultancy and Adobe. Based on a survey of more than 6,000 marketing, digital and e-commerce professionals from around the world, the study shows that customer experience is a growing priority and one that’s unlikely to go away any time soon. Retailers in particular recognize this, with 9 in 10 North American retailers responding to a newly-released survey from SDL strongly agreeing that customer experience defines their brand.
Of 10 options listed in the Adobe and Econsultancy report, 22% of respondents cited customer experience as this year’s most exciting opportunity, up from 20% in last year’s survey. Compared to last year, a smaller share of respondents this year identified mobile (13% vs. 18%) as their most exciting opportunity, with fewer also calling social (7% vs. 10%) and multichannel campaign management (7% vs. 10%) their most exciting. (It’s worth noting that this year’s survey contained an additional option – location-based services, though only 3% cited it as their top opportunity.) Read the rest at MarketingCharts.