Merkle has documented a significant disconnect between how well companies think they are doing with their customer experience capabilities and what customers actually think. Why does this disconnect exist? Merkle’s Q3 2022 Customer Engagement Report seeks to answer this question and provide solutions for how to fix it.
Merkle's Customer Engagement Report explores critical gaps in how brands manage customer data, the impact on business growth, and key steps to getting back on track COLUMBIA, Md., Sept. 29, 2022 /PRNewswire/ Merkle, dentsu's leading technology-enabled, data-driven customer experience management (CXM) company, released its Q3 2022 Customer Engagement Report (CER) highlighting priority areas for CX, data, and technology leaders. The report explores what's behind the ongoing disconnect between the high marks brands give to the quality of the customer experiences they create versus the comparatively low grades awarded by consumers. Merkle surveyed more than 600 marketing and technology decision makers of major companies ($100 million +) from the US and UK. Key gaps were found between their self-assessment and their actual approach to customer data - gaps that correlate with the disconnect in their customers' assessments of their own experiences with these brands. For inst