Regardless of the metric, delivering an excellent customer experience is at the top of business leaders’ priority lists.
When asked for 2023 technology spending plans, 65% of companies said they were increasing CX spending in 2023 (the highest of any technology area), by an average of 23%, according to Metrigy’s 2023 Technology Spending Forecast. And for three straight years, the majority of IT and CX leaders placed “customer satisfaction” as their top business priority, ahead of product and service quality, information security, and generating revenue, among other priorities.
Further underscoring business focus on customer experience, nearly three-quarters of companies have hired or are planning to hire a Chief Customer Officer (CCO), and eight in 10 say their CCOs are either fully or somewhat empowered to take action to improve CX. When companies have a CCO, they leverage technology and measure its success on revenue, customer satisfaction, employee efficiency, and operational costs. Those with CCOs report better success metrics across the board, as is shown below.
Included Contents in this e-Book
- CX Transformations Add Technology, Integrations – and Budget
- UC/Contact Center Integration Delivers Value
- Integrated Platforms Drive Better Business Metrics
- New Interaction Channels Include Visual Engagement
- Visual Engagement Improves Customer Interactions
- Video Helps Drive Business Metrics
This article is posted at metrigy.com
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