Is Customer Experience a Top Priority?
The answer to this question is obviously yes. Yet, according to Simpler Media’s latest State of Digital Experience report, businesses could be doing more to improve customer experience.
Amy Gesenhues reports for Marketing Land that “nearly half of businesses aren’t investing in personalization technologies despite citing customer experience as a top priority.”
Gesenhues continues: “Of the 325 digital customer experience executives surveyed by Simpler Media, 79% said digital customer experience (DCX) was an extremely or very high priority for their organization. Yet, nearly half (46%) reported they had yet to invest in personalization tools or had no budget in place for such technology. Just 9% said they are using personalization tools, while 27% said they are testing them.
How would you describe your organization’s use of digital customer experience personalization tools?”