Even though the customer experience (CX) is continuing to grow in importance, new research indicates that organizations are not entirely prepared to make it a top priority.
Forbes Insights recently partnered with Glassbox to publish “The Leading Edge of Digital Customer Experience” report, and statistics indicated that 84% of executives now agree that excellence in digital CX is critical to their organization’s survival. However, just 38% of respondents claim that they have completely defined goals and strategies for digital CX.
In general, only 38% admitted that they have fully optimized customer digital experiences, and just 34% said their digital experiences are personalized. When it comes to top challenges, most respondents (69%) cited finding and maintaining security, data privacy, and compliance. Approximately 66% are having difficulty shifting their analytics posture from reactive to proactive/predictive.
Personalized Marketing Content and the Customer Experience
As more marketers begin to focus on personalization to create a more memorable customer experience, previous research suggests that many are starting with content.
Oracle and Ascend2 conducted the “Marketing Trends 2022” report, and data indicated that 43% of marketing organizations intend to add personalized content marketing to their strategies in the near future. Approximately 41% of B2B marketers, specifically, will be adding personalized content and offers to their collection of marketing tactics.
Most marketers (37%) are “confident” that they will be able to achieve their marketing objectives within the year, and 31% are at least “hopeful.”