TMCnet News
Research and Markets: The State of Customer ExperienceResearch and Markets (http://www.researchandmarkets.com/research/djf8zv/the_state_of) has announced the addition of the "The State of Customer Experience" report to their offering. In the State of Customer Experience research,this industry found that 81 percent of business-to-business (B2B) organizations are conducting some type of Customer Experience (CX) program today. This is not surprising, given the greater emphasis on understanding customers' interactions and experiences with companies and the individuals who support them on a daily, weekly, monthly, or ad hoc basis. CX leaders, including those that currently have Customer Experience Programs in place and especially those that do not, strongly believe that understanding their customers' experiences improves their ability to retain customers. At the same time, Customer Experience leaders are less confident that their organizations have a solid understanding of their customers' overall experiences with them. Moreover, individuals who do not have CX programs in place or are unsure if such programs exist within their organizations are even less confient that they understand their customers' experiences. Key Topics Covered: 1. Overview of Customer Experience Analysis 2. Key Research - Benefits from Customer Experience Programs - Access to Customer Experience Data - Customer Experience and Vertical Industries - Customer Experience Investment - Customer Experience Tenure - Customer Experience Approach - Organizations without Customer Experience Programs 3. State of Customer Experience Research Background and Methodology - Customer Experience Outcome Metrics 4. Respondent and Organizational Demographics - Respondent Departments - Respondent Roles - Connection to Customer Experience Program - Respondent Vertical Industries 5. State of Customer Experience Research Results - Customer Experience Programs in Place Today - Customer Experience Program Responsibility - Customer Experience Programs by Vertical Industry - Outcome Metrics by Vertical Industry 6. Customer Experience Program Beliefs and Attitudes - CX Beliefs and Attitudes among Organizations With and Without CX programs 7. Customer Experience Benefits - Understanding Customer Needs - Quantification of Customer Feedback - Extended CX Benefits - Other Benefits 8. Customer Experience Program Investment 9. Annual Customer Experience Program Investment and Outcome Metrics Companies Mentioned: - Clicktools - Client Heartbeat - Corporate Executive Board - Engage (by MaritzCX) - InMoment - Qualtrics - Salesforce.com - Snap Surveys - SurveyGizmo - SurveyMonkey For more information visit http://www.researchandmarkets.com/research/djf8zv/the_state_of
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