Important Emerging Technologies for Enhancing the Customer Experience According to US Senior Decision-Makers, Jan 2018 (% of respondents)
US B2B and B2C senior decision makers with involvement in the customer experience journey were asked to select three emerging technologies that would be most critical in enhancing the CX journey including big data and analytics, internet of things (IOT), machine learning and artificial intelligence ... (AI) among others.More
Respondents were asked, "Which of the following advanced technologies would be the most critical in enhancing the customer experience (CX) journey that your organization can provide to its customers?" 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.