Importance of Customer Experience (CX) Personalization for Select Business Goals According to US Senior Decision-Makers, Jan 2018 (% of respondents)
A January 2018 survey found that 55% of US senior decision-makers surveyed believe customer experience personalization is crucially important for improving customer satisfaction. Not as many believe that it's crucially important for improving employee engagement or reducing costs.
Data was provided to eMarketer by Verndale.
Data is from the February 2018 Verndale report titled "Customer experience (CX) journey research." 200 US B2B and B2C senior decision-makers from various industries, with involvement in the customer experience journey, were surveyed during November 2017-January 2018. Respondents identified their ... company global revenues as being less than $50 million (20%), $50-$100 million (42%), $100-$250 million (32%), $250-$500 million (35%), $500-$750 million (31%), $750 million-$1 billion (26%) and $1+ billion (14%). Verndale is a marketing technology agency.More