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* This chart and data were pulled from eMarketer’s Customer Experience 2020 report. Purchase the report here to get immediate access to the full analysis. |
A cohesive customer experience matters, or so consumers say. Last year, 72% of internet users worldwide said a disconnected experience would make them change service providers or brands.
Companies have made great strides in aligning their organizations around customer experience efforts, but progress is still needed. Here are four things companies pursuing customer experience efforts should first master before tackling more complex ones: |
| Keep it clean. A customer experience is only as good as the data that powers it. As companies move away from third-party data toward first party, they must make sure their first-party data is clean and accurate (and of course, consented to). |
| Focus first on the channels that matter most. It can be easy to get carried away with new channels like virtual reality and voice, but marketers can’t lose sight of the channels that matter most. |
| For most, email must be a top priority. August 2019 research from Twilio found 83% of internet users in Australia, Germany, the UK and the US preferred to... |
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| This is just a preview of the information and insights you'll find in the Customer Experience 2020 report by eMarketer. Purchase the report today for $995 to access the full analysis. |
