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B2B & B2C Digital Research
Read the full post @ B2B & B2C Digital Trends fourquadrant.com/b2b-b2c-digital-trends/
The research looks at the most significant digital-related trends that are driving marketing and customer experience strategies.
The best-in-class B2B & B2C companies are delivering first-class, personalized customer experiences built on a foundation of integrated marketing and CX technology.
Best-in-class B2B & B2C organizations classify themselves as very advanced at customer experience are almost three times more likely than their peers to have exceeded their top 2018 business goal by a significant margin.
Only 10% of responding B2B & B2C companies regard themselves as very advanced at CX.
Digital-first companies are 64% more likely than their peers to have exceeded their top 2018 business goal by a significant margin (23% vs. 14%).
CX leaders are four-and-a-half times more likely than other companies to have a highly integrated, cloud- based technology stack (32% vs. 7%).
Companies with a highly unified technology stack are 131% more likely to have significantly outperformed their top 2018 business goal (30% vs. 13%).
Half (50%) of client-side respondents say their organizations are planning to increase CX-related technology spending in 2019, and only 5% say they plan to reduce it
VIEW THIS DECK TO SEE
- Customer Experience (CX) Maturity
- CX Maturity Correlated to Exceeding Business Goals
- CX Maturity Correlated to Exceeding Business Goals, By Digital Maturity
- Approach to Customer Experience (CX) Technology
- Digital is a Key Opportunity for Organizations
- Digital is a Key Opportunity for B2B & B2C Organizations
- Digital Projects Climb in Importance
- Digital Initiatives Are On Executive Minds
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