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New Customer Experience (CX) Industry Report Finds CX Goes Mainstream: All Industries & Roles Empowered by Human InsightsOrganizations around the world are in the midst of a sea change in customer experience (CX) that spans all industries, roles, and company sizes. Understanding every customer touchpoint, reaction, and expectation has transitioned from being a cutting-edge advantage to a necessary part of every business decision. In fact, "Improving CX improves profitability: the revenue growth of CX leaders is 5.1 times that of laggards" (Forrester's The US Customer Experience Index, 2017). This press release features multimedia. View the full release here: http://www.businesswire.com/news/home/20180221005081/en/ CX research grows far beyond usability: The number one use is understanding customers and their needs; followed by usability testing of websites, prototypes, and products; CX research on customer journeys; and benchmarking against competitors. Emerging uses include testing customer reactions to marketing content, understanding customer behavior and lifestyles, and complex in-the-wild experiences. (Graphic: Business Wire) In the fifth annual Customer Experience (CX) Industry Report, UserTesting, the leading on-demand human insights platform, asked 3,900 professionals in Product, Marketing, Design and Research across a wide variety of industries how their organizations approach CX and conduct CX research. The respondents expressed six key ideas:
"In prior years, great customer experience was an aspiration, with only a handful of companies leading the charge," said Mike Mace, VP of Product Insights at UserTesting. "In 2018, CX is front and center at most companies, which has led to a dramatic increase in the number of people who gather quick human insights, a.k.a. the 'democratization of CX research'. Today a rising tide of employees across disciplines and titles are being empowered to conduct their own CX studies--to uncover the why of customer behavior--and to make customer-first decisions that increase brand loyalty and profitability." A copy of the full report, including charts, is available for download at https://info.usertesting.com/industry-survey_the-customer-experience-industry-report-2018_registration.html. About UserTesting UserTesting enables every organization to deliver the best customer experience powered by human insights. With UserTesting's on-demand human insights platform, companies across industries make accurate customer-first decisions at every level, at the speed business demands. With UserTesting, product teams, marketers, digital and customer experience executives confidently and quickly create the right experiences for all target audiences, increasing brand loyalty and revenue. UserTesting delivers human insights to over 35,000 customers, including nine of the top 10 largest web properties, and is backed by Accel and OpenView. UserTesting is headquartered in Mountain View, CA (News - Alert). To learn more, visit www.usertesting.com.
View source version on businesswire.com: http://www.businesswire.com/news/home/20180221005081/en/ |