2015 Research

Data Snapshot: Customer Experience Expectations and Plans for 2015

March 2015

1503_DS_CXPlansFor2015_COVER

This is our annual analysis of CX priorities and spending within large organizations (see last year’s data snapshot).

 

Here are some highlights from the data snapshot that contains 13 data-rich charts:

 

> 42% of respondents think their CX efforts had a moderately or significantly positive impact on the business in 2014 and 78% expect to have a positive impact in 2015.

 

> 82% of respondents think that CX will be more important to their organization this year than it was last year.

 

> 66% of respondents expect that their company will spend more on CX this year than it did last year.

 

> 40% of respondents have more than five people in their centralized CX team and 42% expect those numbers to rise (none are expecting a decline).

 

> 31% of respondents expect to spend more on voice of the customer software vendors in 2015 than they did in 2014 and only 2% expect to spend less.

 

> 88% of respondents expect to put more focus on Web experiences in 2015, a jump from 79% that expected to do the same last year. Social media and phone self-service interactions were the only areas that did not gain momentum.

 

> 81% of respondents expect to put more focus on customer insights and analytics. The largest jump from last year is employee communications and engagement.

 

> Building a customer-centric culture and predictive analytics are the areas that jumped the most this year when respondents identified the things that would have a significant impact on their organization’s CX in three years.

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