A Forbes-Glassbox survey of US-based executives found that most executives see the need for digital CX.
Around 84% of executives agree businesses must deliver excellent customer experience to survive. 81% of business leaders affirmed that digital CX is a significant competitive differentiator, quickly becoming essential to a company’s success. 83% also see a positive correlation between improved digital CX and profitability.
77% of business executives said they could fully link digital CX investments to improved business performance. But, only 38% of business leaders reported having clearly defined goals and strategies for digital CX. 36% of execs have established ownership and delegated responsibility for digital CX.
Only 34% of business execs are confident about personalising their digital experiences. According to executives, privacy and security, legacy analytics practices, talent retention, and cross-team collaboration are the top barriers to long-term digital CX success.
[2 minute read]
