84% of Executives See the Need for Digital CX, Yet Only 38% Have a Clear CX Strategy
Mar 31, 2022 | Research
New York – A new report reinforces the need for companies to focus on the digital customer experience (CX) to edge out competitors. Forbes Insights collaborated with Glassbox, the leading digital experience analytics platform for web and mobile applications, to survey 400 U.S.-based business executives across industries.
The results offer important insight into how leaders view digital CX, growth opportunities for digital CX technology and common challenges facing businesses as they implement long-term strategy. Key findings include:
“Understanding the importance of digital CX is a crucial starting point,”said Yaron Morgernstern, CEO of Glassbox. “However, effectively implementing a complex digital CX strategy company-wide has proven to be challenging. The right technology and organizational alignment can have a significant positive impact.”
A deeper analysis of responses showed that many organizations may overstate the sophistication and readiness of their digital CX capabilities.
The broad lack of detailed strategy is likely preventing many businesses’ CX from reaching its full revenue and retention booting potential. Without goals, metrics, clarity and assigned digital CX leaders, companies will struggle to build and maintain a competitive digital CX long-term. By focusing efforts in those three areas, businesses can provide a seamless digital experience that improves customer satisfaction, addresses invisible inefficiencies and doesn’t leave any money on the table.