Your Main Problem:Di�erent, Disconnected Systems

Marketing using cutting-edge DXD

platforms for customer engagement

Lines of business and service organizations

using legacy CCM applications

Integrating these systems produces a

poor customer experience

Learn how to Improve Your Most Critical Customer Journeys to Increase Customer Loyalty and Achieve Maximum Customer Lifetime Value

You need an improved customer experience for your organization and the customers you serve.

A recent survey of marketing, IT, and business leaders identified 3 major gaps in their customer experience:

Common Gaps in Customer Experience

We are not able to automate all of the communications we would like becuase our current tools/technologies do not o�er the necessary capabilities.

35%

We are not able to achieve the same degree of personalization across all of our customer communications.35%

Not all departments are able to send communications over all of the same channels or over a given customer’s preferred channel.

34%

Most Companies Operate in Silos...

These deserve more attentionThese get attention

...fragmenting the customer journey from the initial discoveryof you and your product/service through using your

product/service thus reducing happiness/loyalty.

-0.35

High

Moderate

Low

Low

Moderate

High

Base: US online adults (18+) who have interacted with brands in the past 90 days

0.67 0.73

Willingness to consider the company for

another purchase

Likelihood to switch

business to a competitor

Likelihood to recommend to

a friend or colleague

Customer Experience is All About Loyalty

CX is directly and positively correlated to the loyalty and retention of existing customers. The CXi translates how customer experience a�ects the likelihood a customer will make

additional purchases, remain a customer, and evangelize a company to others. Therefore, it’s incredibly important that companies invest in improving CX for existing customers, and

not over focus CX e�orts on customer acquisition.

Forrester’s Customer Experience Index (CXi) mapped to S&P stock performance over last 7 years

-3%

100%

80%

60%

40%

20%

0%

-20%

51%

78%

Customer Experience

Index leaders

Overall S&P Performance

Customer Experience

Index laggards

Why You Should Care

High-scoring customer experience companies far outperform their peers.

*Leaders outperformed the

market by 27% and laggards by 81%

MANAGING CUSTOMER COMMUNICATIONSAcross The Entire Customer Journey

Are you prepared for changes coming in the next 12 to 18 months to customer experience (CX) processes and related enterprise architecture components?

of global business and technology decision-makers assert that improving customers’ experience is a critical or high business priority.

73%

Rank it as the most important initiative in the next 12 months.24%

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