Customer Research & Trends Technology

Gartner Survey: Customer Experience Innovation & Metrics

A global Gartner customer experience survey reveals that CX improvement projects are reaching deeper within client organisations, with a sharpened focus on reconfiguring customer processes and developing CX management strategies.

The study says that: “Customer analytics is the top focus area for increased technology investment in 2017, comprising digital marketing analytics (the most common priority), customer journey analysis, customer segmentation and customer needs analysis.”

“Led by mature organisations that differentiate via CX, AI technologies are on track to become mainstream CX investments in the next three years, with 55% of organisations implementing machine learning, 47% using virtual customer assistants or chatbots, and 40% deploying virtual personal assistants for their customers.”

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