Over 60% of marketers surveyed report they plan to spend significantly or somewhat more on customer experience this year, identifying this as an area where they anticipate seeing a big return. Efforts are especially targeted to improving web and call center experience, and 8 in 10 companies will increase their emphasis on customer experience measurement.
“A study from Econsultancy found that company marketers consider customer experience (CX) to be their single most exciting opportunity this year. Large companies (with at least $500 million in annual revenues) surveyed by the Temkin Group seem to agree: relative to last year, they expect more positive business results from their customer experience efforts, and a strong majority are planning to spend more to attain those results.”
Read the full article at MarketingCharts
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