Customer Experience Landscape

2016 Customer Experience Landscape

Loyalty360 is once again setting out to evaluate the marketing landscape as it relates to customer experience. The 2016 CX Landscape report will represent the full spectrum of customer size, scope and industry, giving a complete view of the market today. 

Customer Experience is more than just a buzz word - it's a critical leg of the customer loyalty journey. The Customer Experience Landscape is an honest and unbiased assessment of the CX strategies in the market today. Building on the insights uncovered in the 2015 report and incorporating feedback from Loyalty360 members, this year's study will explore year-over-year shifts in strategic direction, investment, business impact, channel strategy and more. By participating in this research, you’ll gain business intelligence on CX budgets, metrics, performance benchmarks, challenges and innovations.

Brand respondents will receive a free summary of the CX Landscape report.


2015 Customer Experience Landscape

Customer experience and customer loyalty, though certainly not new concepts, are undergoing a renaissance. Spurred by the promise of new technologies and the power of customer data, what’s old seems to be new again. Companies are looking to truly understand their customers and create more one-to-one engagements with them.

With the CX Landscape: The State of the Industry report, Loyalty360 has chosen to assess the current and future states of customer experience. By surveying more than 250 brands, the study evaluates the definition and scope of CX, processes, frameworks, challenges, technology adoption, innovations and knowledge gaps. To access the full report, including an executive summary, key findings, benchmarks on critical CX metrics, analysis of more than 20 survey questions and comparisons to winners of the Loyalty360 CX Awards, click the “Add to Cart” button at the bottom of this page.

With the CX Landscape: The State of the Industry report, Loyalty360 has chosen to assess the current and future states of customer experience. By surveying more than 250 brands, the study evaluates the definition and scope of CX, processes, frameworks, challenges, technology adoption, innovations and knowledge gaps. To access the full report, including an executive summary, key findings, benchmarks on critical CX metrics, analysis of more than 20 survey questions and comparisons to winners of the Loyalty360 CX Awards, click the “Add to Cart” button at the bottom of this page.

Customer experience lacks a unified definition. CX is defined as anything from a single customer interaction, a customer satisfaction score or a well-orchestrated relationship with the customer.

Accountability and alignment across organizations is a common challenge.

Disagreement on the definition of CX and lack of coordination across departments leads to a focus on metrics that are easy to track (and often limited to the short-term), but perhaps not meaningful to the overall business.

Disagreement on the definition of CX and lack of coordination across departments leads to a focus on metrics that are easy to track (and often limited to the short-term), but perhaps not meaningful to the overall business.

Add to cart: To puchase the CX Landscape: The State of the Industry report click here

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