Your CX Strategy Needs a Modern Makeover

Customer experience programs are cracking under the pressure of evolving consumer habits. In fact, more than 60% of marketers believe that the digital customer journey has dramatically affected their CX strategy, and they’re struggling to keep up with new expectations.

These insights come from exclusive research by SAS and the CMO Council, “Cracking Tomorrow’s CX Code.” Based on a survey of more than 1,000 marketing leaders and 2,000 consumers, the report unpacks why brands need to reimagine their CX, the steps they need to take, as well as perspectives from marketing leaders at top brands like AT&T, FedEx and Mars Wrigley.

Insights from the research include:

• A disconnect on loyalty: Brands say high-quality customer service is the top driver of loyalty, but consumers say its high-quality products.
• Get ahead of privacy concerns: 53% of consumers feel brands don’t do a good job of informing them about how their data is used.
• Embracing AI: Marketing analytics, AI and machine learning are the top tech investments for marketers looking to address the digital customer journey.

Don’t let the new customer journey disrupt your CX.

In collaboration with