The recent CMO Council-Deloitte Digital report highlights the challenges and best practices for defining and progressing toward an ideal customer experience.
The study found around 69% of marketing leaders are still developing or further defining their CX strategies. Around 40% of respondents believe it will take their organisations well over a year to offer ideal customer experiences.
14% of marketers also believe they are still more than 18 months away from accessing ideal data science capabilities that are required to offer the idea CX. For 65% of respondents, the biggest challenge is connecting siloed data or content.
Apart from connecting siloed data across multiple systems, creating cross-channel customer experiences and having the right skill set in place internally are among the major challenges in the pursuit of ideal CX. This piece suggests brands must adopt advanced data capabilities, use a customer data platform and skill their employees sufficiently to offer their audiences’ a seamless CX.
[3 minute read]