RETAIL INDUSTRY REPORT: CX Solution & Service Investments 2017
Researched over the past 5 years, with over 400 CXOs, VPs/Directors and Global Heads of CX from leading retailers who’ve shared their biggest CX challenges and what they planned to invest in to address them. Not only does the report look back, crucially it also looks at what is leading the industry in 2018 and beyond!
In such a fast paced industry it’s clear that we’re going to see some dramatic changes in the CX investments over the past 5 years but interesting in 2016 the top 3 investment priorities were: Emotional Engagement at number one with 79%, followed by Customer Journey Mapping (75%) and Customer Experience Management (74%)…but these no longer hold the top spots in 2017! A lot has changed in just one year.