cx maturity drives financial success · money spent on cx programs and initiatives 2019 $8.3...
TRANSCRIPT
CX Maturity Drives Financial Success
CX Has Become a Business Imperative
CX insights from today’s market realities and the landmark CXEvolution study
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Temkin Group: State of the Voice of the Customer Programs, 2015
Only 1/3 of companies rate their CX e�orts as good or very good at “making
changes” to the business
Real CX Improvement Remains Elusive
The Payo� for CX Excellence is Huge
Most Companies Still Have a Long Way to Go
The CXEvolution Framework Cracks the Code
Companies with 10 or more data sources have only 8% more
success than companies with 1 data source
SuccessMore Data =
CXEvolution MaritzCX global study, 2015
36% of CX pros and front line employees say management is more focused on the score than
improving CX
CXEvolution global study, MaritzCX, 2015
Companies with partial CX e�orts are 17% less successful at
improving business results
CXEvolution global study, MaritzCX, 2015
While only 1 in 5 companies optimizes employee rewards based
on CX performance, 69% say their CX e�orts are driving business outcomes
CXEvolution global study, MaritzCX, 2015
Of CX professionals consider their company's CX program
not very successful
72CXEvolution global study, MaritzCX, 2015
Companies that have proactive identification of customer needs
have double the business success of companies doing basic
customer recovery
CXEvolution global study, MaritzCX, 2015
2014 $3.7 Billion
Money spent on CX programs and initiatives
2019 $8.3 Billion (Projected)
Markets and Markets "Customer Experience Management" report, 2015
3/4 of CX pros feel that getting C-level commitment to their CX
program is a major key to success
CXEvolution webinar poll, 2015CXEvolution global study, MaritzCX, 2015
Of 28% who consistently applied CX processes, 66% say it successfully
impacted their business
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Watermark Consulting, 2014
CX leaders outperform the market by
10% of companies surveyed are truly customer-centric
The CX Paradigm Shift, American Marketing Association, 2016
89% of companies plan to compete primarily on the basis of
customer experience by 2016
Gartner, The Importance of Customer Experience is On the Rise; Marketing is On the Hook, 2014
By 2017, 50% of customer product investments will be redirected to customer experience innovations
Gartner, The Importance of Customer Experience is On the Rise; Marketing is On the Hook, 2014
In 2015, customer relationships were ranked the #3 challenge
for global CEOs
The CX Paradigm Shift, American Marketing Association, 2016
CX leaders are three times more likely than their peers to report higher financial performance and customer retention.
CXEvolution global study, MaritzCX, 2015
Overall U.S. customer satisfaction has only increased 0.1% in the
last 20 years American Customer Satisfaction Index, 2015
-2.5Watermark Consulting, 2014
CX laggards also lag the market by
77
87% of companies are operating at lower levels of CX maturity
CXEvolution global study, MaritzCX, 2015
Companies at the highest level of CX maturity are 3x as successful in driving business results as companies in the first four stages
CXEvolution global study, MaritzCX, 2015
73.7 73.2
1995 2005 2015
73.8
3X
2X