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www.gemseek.com | [email protected]
33%
12% 8%
-2%-6% -7% -8%
-16%
40%
20%
0%
-20%
-40%
CX CSR NPD Costs BrandEquity
Marketing Logistics Quality
% points of di�erence shown 2014-2016 change Expected (3yrs) change
40% 21% 32% 26% 21% 58% 26% 55%
Curr
ently
in focus
1. Customer Experience as a competitive advantage
For 40% of the organizations CX is one of the main sources of competitive advantage currently and it is one of few business elements that are growing steadily in their importance. Quality & Marketing e�ort, currently highly widespread as a di�erentiator for the organizations, are expected to drop in relative importance.
STAY AHEAD IN CUSTOMER EXPERIENCE IN THE YEAR TO COME
As the year comes to an end, we send you our warmest wishes for the holiday season and give you an exclusive look at the data from the GemSeek Annual CX Trends Report.
29%
29%
42%
2. What Customer Experience means in organizationstop 3 de�nitions:
Delivering an experience which meets our clients’ expectations Managing touchpoint e�ectiveness Creating an unforgettable experience for our clients
100%
80%
60%
40%
20%
0%
80%
56%50% 47%
30%
Customersegmentation
Competitivebenchmarking on
Customer Experience
Moment of truth/transactional
CustomerExperience /NPS
Big Data analytics Text analytics
3. Types of CX analyses organizations are currently using
*Based on the answers of 100 professionals in Customer Experience, Marketing, Operations, Management and more