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SAN DIEGO, April 14, 2021 /PRNewswire/ Mapp, the international provider of insight-led customer engagement, today released the results of a study on current customer experience strategies. The findings reveal that, while 89% of respondents think a CX strategy is important or very important to business success, less than half (47%) review and evaluate their CX strategy annually or even less frequently. Nearly the same amount (88%) agree that it is important to understand changing customer needs using customer analytics to improve CX. Yet only half (55%) of CX and marketing decision-makers plan to implement customer analytics in 2021.
Customer experience is paramount – but implementation is still lacking
Design Toscano chooses Mapp as customer engagement partner to drive advanced personalization and support improved CX
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Design Toscano chooses Mapp as customer engagement partner to drive advanced personalization and support improved CX
prnewswire.com - get the latest breaking news, showbiz & celebrity photos, sport news & rumours, viral videos and top stories from prnewswire.com Daily Mail and Mail on Sunday newspapers.
Almost half of UK eCommerce companies surveyed have increased their sales in the past year
65% of marketers have accelerated digital and technology innovation more than they had planned due to the pandemic
61% report that their customer engagement platform has contributed significantly to growth in 2020
63% struggle with having unconnected data sets and only a partial view of customer behavior
Mapp, the international provider of insight-led customer engagement, has conducted a market survey to identify marketing priorities and industry trends for 2021. Due to the challenging times caused by COVID-19, the key focus is on changes to marketing strategies, the latest trends, planned investments, the impact on eCommerce, and data management. 1,000 companies in the UK, Germany, and Italy took part in the survey.