Report: Marketers Already Focusing on Delivering a Better Customer Experience in 2020

As marketers look ahead to the coming months, new research suggests that digital marketing tactics will be focused on providing a personalized, unique customer experience to their prospects.

Adobe recently published the “2020 Digital Trends” report, and statistics showed that 25% of CX leaders and 23% of mainstream marketers will be focused on targeting and personalization at their organization in 2020. About 20% of CX leaders and 27% of mainstream marketers also stated that customer journey management will be a top priority at their company this year.

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Approximately 36% of CX leaders claim that they have already incorporated delivering personalized experiences in real-time into their business, and 38% of large organizations stated the same.

Delivering a Consistent Customer Experience

Although marketers are dedicated to providing a memorable, consistent customer experience, previous research suggests that they have not always been successful in this area.

Dun and Bradstreet, along with AdWeek, conducted the “B2B Enters the Experience Era: 2020 Data-Driven Marketing and Advertising Outlook” report, and statistics showed that for most marketers (43%), it is “extremely important” to deliver a consistent customer experience across digital and offline channels.

That being said, just 7% said they were “well above the competition” when it comes to actually achieving this goal. The majority of respondents (36%) claimed that they were just “on par” with the competition.

Most marketers (33%) stated that they are frequently unable to fully leverage the data and data tools that they currently have, and it’s hindering their ability to deliver an enhanced cross-channel or omnichannel customer experience.

“We have a successful online business, and wanted to take the next step. We approached KoMarketing with the notion of leveraging its expertise in building better search rankings. Both in our defined critical areas and across the board, KoMarketing has helped us grow our presence. They were hired to expand our visibility, but took extra steps to provide many useful recommendations for other areas of our online presence that have had positive impacts. Derek and his staff work hard and take extra steps to ensure you succeed. They are an outstanding partner.”

Scott Stone — Scott Stone, Advertising & E-Business Manager, Cisco Eagle

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