According to Gartner® in their recent report, ‘How to Drive Value From Customer Experience Analytics’, “successful CX leaders are putting more focus on understanding the business value of customer experience.”
“In 2017, only 48% of survey respondents had calculated the business or financial value of improving CX. Two years later, Gartner’s 2019 Customer Experience Management Survey asked a similar question, with 75% of marketing leaders stating their organisation has calculated the business impact of improving customer satisfaction.”
This report looks at how leaders are clearly now starting to recognise the benefit of dedicating attention to important customer experience and the importance of customer analytics in driving value across the customer lifecycle.
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Gartner, ‘How to drive value from customer experience analytics’ is written by Melissa Davis and published 25th August 2021.
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