Few Firms Have Realized 80% Of Their CX Plans

That current imperative, the customer experience, is on the minds of most marketers. And 95% claim their firm has clearly defined customer experience (CX) strategies in place. 

But only 12% have successfully implemented more than 80% of their CX initiatives, according to a study released Thursday by Hinduja Global Solutions.

Asked to list their top three barriers to successful CX (from a list of 20), they cited:

- Difficulty assigning metrics: 21%

- Insufficient processes: 20%

- Lack of internal resources (e.g. staffing): 18%, with 21% listing the skills gaps of internal employees.

The critical metrics for determining CX success (from a list of 11) are: 

- Customer acquisition: 23%

- Revenue growth: 14% 

- Brand recognition: 9% 

- Talent attraction: 8% 

Despite all these issues, 86% believe CX initiatives are critical for business success.

Hinduja surveyed 1,000 C-suite decision makers from companies in sectors including retail & commerce, banking & financial, and technology & media.


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