Commentary

CEOs Give Themselves High Marks For Improving Customer Experiences

Improving customer experience is one of the main drivers of digital transformation in business.

At least that’s what CEOs around the world say, most of whom give themselves good marks for execution.

A large majority (79%) of CEOs describe the digital experience they offer their customers as either excellent or good, based on a new study.

The business leaders also say the digital customer experience has a role in improving customer satisfaction, a primary driver for more than a third (37%) of CEOs.

The study on business transformation in the digital age comprised a 13-country survey of 400 CEOs from multinational corporations conducted by the Economist Intelligence Unit for BT.

In the category of the success of digital experiences being offered, financial services is on top and consumer goods on the bottom of the list. Here’s where CEOs say the digital experience they offer their customers is excellent:

  • 58% -- Financial services
  • 49% -- Manufacturing
  • 40% -- Retail
  • 35% -- Travel, transport and logistics
  • 33% -- Energy and natural resources
  • 28% -- Automotive
  • 19% -- Consumer goods

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No CEOs rated their efforts as poor in retail or financial services.

CEOs also regard the Internet of Things among the top technology trends that will likely have the most significant impact on their organizations over the next two to three years.

Yup.

2 comments about "CEOs Give Themselves High Marks For Improving Customer Experiences ".
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  1. Jamie Williamson from E.&J. Gallo, September 13, 2017 at 1:44 p.m.

    All CEOs should experience thier own systems anonymously from a customer perspective at least once a month. They would learn very quickly where the pain points are and where they are getting it right.

  2. Chuck Martin from Chuck Martin replied, September 13, 2017 at 2:17 p.m.

    Very good idea, Jamie.

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