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Customer Experience and Your Bottom Line - Executive Summary
Quantifying the customer experience
It should come as no surprise that companies that have a digital customer experience strategy, tend to outperform those who don’t. A quick search on social media for hashtags like “#CX” will provide lots of examples of how a focused approach to the digital customer heeds ample results. But what does the research say? Is there any hard proof to back this up?
Until now, quantifying the value of a customer experience strategy was next to impossible. Very few research-driven reports existed. This lack of insight is why Avanade and Sitecore® teamed up with third-party research team, Vanson Bourne, to survey hundreds of high-level decision makers in enterprises across industries and countries, to get answers. The results confirm what we suspected all along, but also raise serious red flags.