Program Overview
Data-Driven Decisioning Powers CX Forward
Data Deliverance Drives Toward Ideal CX for Customers, Employees
The CMO Council, in partnership with Hux by Deloitte Digital, is undertaking research into the key criteria for achieving ideal CX. The program will audit and assess how marketers view customer data’s role in both externally and internally facing CX strategies.
Specifically, the CMO Council will look at the development of aspects that relate to CX, such as customer data management and governance, analysis and reporting, and AI and machine learning. Research will also cover challenges on the road to ideal CX, such as siloed data, unclear strategy, and lacking the right skill sets and technology.
The goal is to understand marketing’s current maturity in leveraging data and progressing toward ideal CX, as well as how marketing leaders can close the gaps and accelerate their capabilities
background
“Ideal CX” is an urgent area of strategic focus and competitive advantage for marketers actively engaging customers and employees in a digital-first environment. Spurred by the pandemic, the race is on to leverage data to inform and deliver a personalized digital experience that delights people, calms anxieties, engenders trust, adapts to behavioral and market changes, and converts customers.
Research Focus
Topics to be addressed and explored include:
- Timeline to get to ideal CX for customers and employees
- Omnichannel CX
- Data acquisition, governance and measurement
- Real-time reporting capabilities
- Insights from advanced analytics
- Required skill sets
- Collaboration across the organization
- Current state of AI/ML capabilities
Sponsors
Research: Survey & Reports
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Curated Facts & Stats
Aug 2022
9.5% of a company's revenue might be at risk due to bad CX.
Jun 2022
Companies with solid omnichannel strategies retain almost 90% of their customers, increase customer lifetime value by 30%, and multiply customer satisfaction by 23 times.
Source: ForbesJun 2022
Consumers are rewarding brands that make personalization a priority with just over half (52%) saying they will trade personal and preference data to feel part of a brand’s community.
Source: MarTech SeriesMay 2022
Almost two-fifths of customers prefer to check a product out in the store and then buy it online
Source: Marketing WeekMay 2022
Nearly 85% of customer interactions will be managed by AI in the coming years.
Source: ForbesMay 2022
Three of the four top concerns for brands this year are all about data and how to leverage it effectively.
Source: ForbesMar 2022
71% of consumers in the U.S. now expect personalization, with 76% admitting they get frustrated when they don’t find it.
Source: Retail TouchPointsMar 2022
34% of brick-and-mortar shoppers now use their mobile devices in the store to sort of replicate the experience they have when shopping online.
Source: Pymnts.comMay 2021