In the era of the empowered consumer, leading companies recognize the customer experience as a critical catalyst for business growth.
We partnered with Vanson Bourne and Sitecore to survey 200 senior decision-makers with direct involvement in the customer experience, to explore where CX ownership sits in their organization, how they are planning for personalization, and what they are doing to connect the dots of the customer journey back to their bottom line.
Our survey findings demonstrate that while 90% of respondents agree that the customer experience is vital to their business success, almost just as many feel that the potential of personalization has not yet been fully realized by their organization, and over half admit that they often fail to deliver the degree of personalization that their customers craves.
Solving for CX outlines the challenges companies face when attempting to unlock the ROI of their customer journey. This independent research report also provides insights on how an organization can pivot and evolve to drive better outcomes.
