Survey Says…Measurement is #1 in Most Need of Improvement!

• 20% of marketers believe their organizations are effective at measuring customer experience.
• 62% indicate that customer-focused culture is their strongest aspect of customer experience.
• 50% said their overall digital strategy needs more focus.

The Digital Essentials, Part 3

Developing a robust digital strategy is both a challenge and an opportunity. Part 3 of the Digital Essentials guide series explores five of the essential technology-driven experiences customers expect, which you may be missing or not fully utilizing.

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The process…

Earlier this year, we asked marketing leaders at Adobe Summit 2015 to take a brief survey on customer experience. This survey was based on Perficient’s CXIQ Customer Experience assessment – which helps predict overall customer experience performance and marketing success. We developed and used this assessment to help bench mark companies attending Adobe Summit as well as for several clients who are going through a digital transformation focused on customer experience.
The categories…
The seven dimensions fall within three broad categories of creating, delivering and sustaining the customer experience.
The results…
The infographic below highlights the 7 dimensions of customer experience maturity. To learn more, we have  in-depth guide outlining the CXIQ process and where to get started that can be used to help improve your overall customer experience. To learn more, download the guide here: How Customer Experience Drives Digital Transformation