Most business leaders agree excellent digital CX is imperative

New Ideas in MarketingEssential news for marketers, summarised by YouGov
April 01, 2022, 4:12 PM GMT+0

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.

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