Reports

Closing the CX Gap - Customer Experience Trends Report

Please login or register to download the report

17 January, 2019

Closing the CX Gap - Customer Experience Trends Report

Acquia

When it comes to customer experiences, there’s a pretty big disconnect between how marketers assess their effectiveness and the unfulfilled expectations of consumers.

It’s OK, we can fix this.

The results of an Acquia-commissioned global survey, “Closing the CX Gap: Customer Experience Trends Report 2019,” present a huge opportunity for a course correction for marketers. More than 5,000 customers and 500 marketers were surveyed.

Here are some quick stats:

  • Nearly half of consumers say brands don’t meet their expectations
  • Two-thirds of customers could not recall when a brand exceeded expectations.
  • 87 percent of marketers say they are delivering engaging customer experiences
  • 74 percent of marketers globally feel like technology has made it harder, not easier
  • 62 percent of marketers plan to spend more on marketing technology in 2019

“The bar for customer experience has been raised. Marketers have expanded to new channels and adapted new technology to keep pace with consumer expectations. Yet our research found that technology has become more of a barrier than an enabler for a great customer experience," said Lynne Capozzi, Acquia CMO.

In this ebook, we discuss the following areas for improvement:

  • The human element of CX
  • Technology as an enabler, not limitation, of CX
  • Making data your secret weapon
  • Bringing the CX together: people, technology and data

Download your free copy of the Customer Experience Trends Report report.

This report is available free to members, either login to your account or register to access now. Free membership enables full access to our knowledge centre.

Login to DownloadRegister to Download

Recommended reports

See all
Eliminating Friction in the Funnel

Eliminating Friction in the Funnel

GetResponse
GetResponse
Read more
On-Demand Webinar: Optimizing the Continuous Flow of Customer Data in Your Business

On-Demand Webinar: Optimizing the Continuous Flow of Customer Data in Your Business

BlueVenn
BlueVenn
Read more
On-Demand Webinar: More Sales and Higher Conversions for the Holidays

On-Demand Webinar: More Sales and Higher Conversions for the Holidays

zoovu
zoovu
Read more
Five Unique Review Strategies to Grow your Travel Business

Five Unique Review Strategies to Grow your Travel Business

Trustpilot
Trustpilot
Read more
How to Guide Your Customers to Where They Want to Go

How to Guide Your Customers to Where They Want to Go

SAS
SAS
Read more

Latest reports

See all
The Ultimate Guide to Meaningful Customer Engagement

The Ultimate Guide to Meaningful Customer Engagement

zoovu
zoovu
Read more
Guide to Referral in the Travel Sector

Guide to Referral in the Travel Sector

Mention Me
Mention Me
Read more
On-Demand Webinar: Optimizing the Continuous Flow of Customer Data in Your Business

On-Demand Webinar: Optimizing the Continuous Flow of Customer Data in Your Business

BlueVenn
BlueVenn
Read more
Eliminating Friction in the Funnel

Eliminating Friction in the Funnel

GetResponse
GetResponse
Read more
Infographic: Eliminating Friction in the Funnel

Infographic: Eliminating Friction in the Funnel

GetResponse
GetResponse
Read more