All brands want to be customer experience winners. In fact, 53% of large companies aspire to deliver the best customer experience (CX) in their field within three years, according to Temkin Group‘s “Data Snapshot: Customer Experience Expectations and Plans for 2013” report. But not every channel delivers a blue ribbon experience. If brands really want to take the CX crown, they’ll need to provide a seamless experience across all marketing and service channels.
According to the report, 77% of large companies intend to increase their customer experience spending this year. Granted, some channels may demand more attention than others. While 64% of large companies believe that their phone agent experiences are up to par, only 27% of large organizations share the same sentiments about their mobile experiences. Likewise, only 18% think their cross-channel experiences are winners.
But these companies know that the road to the winner’s circle is a long one, and 78% of large companies’ intend to dedicate more effort to their Web experience this year. Likewise, 68% intend to focus on their mobile experiences.
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