Schedule a Demo
Does My Company Subscribe?
Published: May 16, 2016
Jump to: Executive Summary | Table of Contents | List of Charts
FREE for eMarketer PRO clients
Customers don’t view their relationships and interactions with brands in discrete channels. As digitally native companies continue to heighten their users’ already lofty expectations, smart brands are taking on a more holistic, less channel-centric approach to customer experience, simply to stay competitive.
"Per an October 2015 survey from Forbes Insights, executives worldwide pointed out several benefits to achieving a more complete, unified view of their customers. More accurate predictions of their needs and desires, as well as an overall improvement to customer experience and service topped the list."
This content is available to eMarketer PRO customers only. Request a live demo of PRO today to see what you can gain with access.
Benefits of Achieving a More Complete/Unified View of the Customer According to Executives Worldwide, Oct 2015 (% of respondents)
Average Emotion Ratings* for New Purchases vs. Customer Service Interactions Among US Internet Users, by Service Type/Industry, Q1 2016
The Impact of Changing Expectations
Trend from Which Senior Executives Worldwide Expect to Experience the Most Disruption to Their Core Business, Sep 2015 (% of respondents)
Top Priority of Customers According to US Marketing Executives, Aug 2013-Feb 2016 (% of respondents)
Importance of Select Areas to Customer Experience Success According to Client-Side Marketers Worldwide, Dec 2015 (% of respondents)
Maturity of Their Customer Engagement Strategy According to Executives Worldwide, Aug 2015 (% of respondents)
Marketing’s Role in Customer Experience Strategy
Top 3 Priorities for 2016 According to Marketing Leaders Worldwide (% of respondents)
Areas for Which Enterprise Senior-Level Marketers Worldwide Are Currently vs. Will Be Responsible, Nov 2015 (% of respondents)
Marketing Executives in North America* Whose Company Is Realizing the Full Revenue Potential of Customers, Q4 2015 (% of respondents)
Primary Area Where US Marketers Allocate Their Budget Throughout the Customer Lifecycle, Q3 2015 (% of respondents)
Implementation of a Single Customer View at Their Company* According to Client-Side Marketers vs. Agency Professionals Worldwide, Nov 2015 (% of respondents)
Extent to Which US Marketers Are Able to Measure the Customer Experience, Jan 2016 (% of respondents)
Marketing Team Structure According to Senior-Level Marketers Worldwide, by Company Size, Nov 2015 (% of respondents)
Strategic Programs that Define Their Marketing Department According to Marketing Executives Worldwide, Currently vs. in 2020 (% of respondents)
Bringing Clarity to Customer Experience Roles
US Marketers Whose Company Currently Has vs. Will Have Select Roles/Functions, Aug 2015 (% of respondents)
Role that Currently Sets vs. Should Set Digital Vision/Strategy at Their Company According to Digital Experience Decision-Makers Worldwide, June 2015 (% of respondents)
We will email you a link to download the report PDF