April 3, 2018
Early March brought the release of the 11th volume of the CXMB Series, titled The CX Journey: Strategic and Operational Insights. This 76-page report extends trendlines from previous CXMB Series Corporate Edition reports and continues to provide broad channel coverage, while also exploring new topics such as channel consistency, quality programs and customer experience priorities.
Key Insights from the 2017 Corporate Survey include:
- Only 50% of respondents answered “Yes” when asked, “Is your company’s leadership fully committed to a customer-first strategy?”
- Thirty-four percent of respondents didn’t believe their company had a good understanding of which channels their customers preferred, nor how these preferences differed from current channel offerings
- Interest and investment in chatbots and artificial intelligence (AI) exploded in 2017, with more than a threefold increase in the percentage of brands naming chatbots and AI as the technology of most interest and/or investment
- Only 14% of respondents felt their brands were doing a good job of providing a consistent customer experience across channels and solutions, while only half of brands (51%) had any initiatives to create greater consistency
In addition to the corporate-specific content outlined above, this year’s Corporate Edition also includes a Consumer Edition Comparisons section, which compares select results from both the 2017 Corporate and Consumer Editions. This section provides an unrivaled view of where consumer and corporate perspectives differ, indicating where brands might need to dig a little deeper to better understand their customers.
If you’d like to purchase a copy of the full CXMB Series Corporate Edition report, or download the report’s Executive Summary at no cost, we invite you to visit CXMB Series section of the Execs In The Know website, which can be found here. At the site, you can also find complimentary digital copies of CXMB Series reports from years prior to 2017.
About the CXMB Series
The CXMB Series was launched in 2012 as an industry benchmark survey and was aimed at capturing best practices and operational norms within the customer experience industry. Since then it has grown into a bi-annual report series, including both Corporate and Consumer Editions. Topics within the report are wide-ranging and typically evolve from year-to-year.
A joint research project between COPC Inc. and Execs In The Know, reports based on the survey findings are released at Execs In The Know national leadership conferences, held twice a year in early fall and late winter.