We spent 10 minutes discussing the latest research on customer experience with Holden Bale, Global Head of Experience & Commerce at Merkle.
Companies that rate highly for customer experience are more likely to have well-integrated technology, make their investment decisions with their customers in mind and are using AI in their CX solutions.
That’s according to research conducted by Merkle, an experience transformation consultancy. Every year, Merkle conducts research into customer experience from both the vendor and customer side. Nearly 20 percent of the businesses surveyed are classified as “CX leaders.”
These leaders have an end-to-end customer experience strategy, but they’re also playing by a different cultural playbook.
We spent 10 minutes talking with Holden Bale, Global Head of Experience & Commerce at Merkle, about the latest research into customer experience leaders and digital laggards.
One of the more interesting findings of Merkle’s latest research focuses on how CX leaders plan their investments. CX leaders are much more likely to base investment decisions on customer feedback, as opposed to their competition.
Watch the 12-minute episode below.
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The post What CX leaders do that laggards don’t appeared first on MarTech.
About the author
Mike Pastore has spent nearly three decades in B2B marketing, as an editor, writer, and marketer. He first wrote about marketing in 1998 for internet.com (later Jupitermedia). He then worked with marketers at some of the best-known brands in B2B tech creating content for marketing campaigns at both Jupitermedia and QuinStreet. Prior to joining Third Door Media as the Editorial Director of the MarTech website, he led demand generation at B2B media company TechnologyAdvice.
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