Published on November 8, 2023, 11:31 pm

Digital engagement has revolutionized the way businesses interact with customers, leading to increased expectations and a greater demand for personalized experiences. However, privacy laws and advancements in technology have presented challenges for marketers who are struggling to access the data they need to meet these expectations.

To address these challenges, the CMO Council partnered with SAS to conduct a comprehensive study on customer experience (CX) programs. The study aimed to identify gaps and opportunities in CX by gathering insights from both consumers and marketers. By comparing top performers with bottom performers, the study shed light on the evolving landscape of CX before and after the pandemic.

The results of the study were revealing. More than 60% of marketing leaders acknowledged that the digital customer journey had significantly impacted their CX strategies. Unfortunately, nearly two-thirds lacked confidence in their current CX strategies’ ability to attract and retain customers in this new environment.

For those interested in delving deeper into the findings, you can download a copy of the study by visiting this link: [insert link]. The report provides valuable insights and recommendations that can help businesses enhance their CX efforts.

It is evident that businesses must adapt their CX strategies to stay competitive in a rapidly changing digital landscape. By leveraging real-time customer intelligence and embracing generative AI technologies, organizations can gain a better understanding of their customers’ needs, personalize experiences, and ultimately foster long-term loyalty.

To stay ahead of evolving customer expectations, it is crucial for companies to continuously assess their CX programs, identify areas for improvement, and take proactive steps towards delivering exceptional experiences. By doing so, businesses can thrive in today’s customer-centric world.

In conclusion, as digital engagement continues to reshape customer expectations and preferences, marketers must rethink their approach to CX. The study conducted by the CMO Council and SAS serves as a valuable resource for businesses seeking to understand the gaps in their current strategies and explore opportunities for growth. To achieve success in this new era of customer-centricity, organizations must prioritize real-time customer intelligence and embrace the power of generative AI.


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