Global Insights on Succeeding in the Customer Experience Era

 
 
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Today's customers are "plugged in" 24/7. They demand instant access to information and transactional capabilities when they want them, are savvy when it comes to making purchase decisions, and are not afraid to change brands if a company no longer meets their expectations.

Oracle's Global CX Study


Results of Oracle's Global CX Study

See the results

How are companies responding to the new environment of rapidly rising customer expectations and disruptive innovations like social, mobile and cloud technologies?

This global survey of 1,300 senior-level executives from 18 countries in North America, Europe, Asia Pacific and Latin America yields new insights on the challenges, strategies and lessons learned for succeeding in the customer experience (CX) era.


Some of the key research findings include:

  • Brands recognize the significant financial impact of poor customer experiences, yet struggle to develop and execute successful strategies. The report indicates businesses can lose 20% of revenue from poor
    customer experiences yet many are stuck in an execution chasm.
  • 91% wish to be considered a customer experience leader in their industry yet
    37% are just getting started with a formal customer experience initiative.
  • "By empowering customers and employees, breaking down organizational silos, and implementing flexible processes and technology tools, organizations can deliver personalized, seamless customer service through the entire experience lifecycle."
    —David Vap
    Group Vice President, Oracle
  • Executives report significant opportunities for improvement when asked to assess their organizations' effectiveness on delivering the experiences that customers expect.
  • Executives cite limitations from inflexible technology, siloed organizations and systems, and insufficient investment as the biggest obstacles to delivering the best possible customer experience.
  • On average, businesses estimate they will increase spending on customer experience technology by 18% in the next two years. Improving the cross-channel experience and customer analytics are top priorities.
  • The report highlights the need for new approaches to cross the execution chasm and succeed in customer experience.

Visit the Global Customer Experience Survey Microsite to download results by industry, region or country or complete the CX assessment survey to see where your organization stands.

 
 
 
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