Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

CX is the priority for execs, but they don’t have the tools

Blog
29th June 2017

experience_400

A new report, ‘Success in The Experience Era: Connecting Customer and C-suite,’ focusing on UK and US executives has found that senior managers rate the customer experience as more important than sales and revenue. This is something that the big industry analysts have been reporting for at least the past three years, but I’m always interested when additional research reinforces the message.

In this new research, a full 100% of the respondents said that prioritising the needs of their customer is their main area of focus. Just 58% said that sales and revenue is number one on their to-do list.

I am aware that there may be many managers who answer a survey question about strategy in a way that they think looks good and at the same time they maintain a private to-do list that prioritises sales, but I think this is the first time that I have seen 100% of executives ranking customer experience as their main priority. With 350 senior executives responding to the questions it is far from a small sample size too.

The reason why is clear. Over half of the executives questioned said that CX is one of the best ways their brand can differentiate their services from the competition. Focusing on CX allows the brand to stand out from the competition.

But they reported many issues in trying to make the strategic priority a reality:

Once again, the intentions are good, but the reality is rather different. Half of all the companies in this research just don’t have the systems or tools and there is no leadership from the top that allows managers lower down the hierarchy to feel confident about shaking up their processes in a way that focuses more directly on the customer.

It is encouraging to see that 100% of the executives (in this research) now feel that CX is their main focus, but once again they are let down by the leadership and processes. I’d be interested in asking 350 CEOs why they are not personally getting involved in CX initiatives if they see this as their main focus. What do you think of these research findings? Leave a comment here or get in touch directly via LinkedIn.


Leave a Reply

Your email address will not be published.Required fields are marked *


David Turner
Article by: David Turner

News & Insights

Recommended for you
Solution Designer
Service Provider
Technology Enabler
Blog
The tech your customer really cares about

The Webhelp team will be attending the RetailWeek Live event in London on March 7th and 8th. I’ve been taking a look through the agenda to see what is being discussed and one session titled ‘The Tech your Customer Really Cares About’ really caught my eye. The constant innovation in retail technology is something that executives have to manage all the time. Whether you are managing...

Whitepaper
TECHNOLOGY IN THE TRAVEL SECTOR

How often are travellers using digital methods? What channels are customers using most frequently? And has the internet, as many predicated, replaced the traditional travel agent?   The Travel Industry is one sector that many people believed would be disrupted the most following the...

News
Brits Are Looking Forward to a Traditional Family Christmas

  Electronic devices and computer games don’t make it into top 10 of gifts   With Christmas just days away, the majority of Brits are looking forward to time with friends and family this festive period, according to the latest consumer research from customer experience expert,...

News
Three Quarters of Brits Say Brexit Vote Hasn’t Changed Their Attitude to Credit

  Are we ignoring the economic indicators and heading for a debt disaster?   Arguably the most important decision in a generation in the UK, the Brexit vote has dominated political rhetoric and news headlines in recent times, but how much of an impact is it having on our future financial...

Case Studies
Webhelp People Analytics

...