Oracle’s Global Customer Experience Survey Reveals the Challenges, Strategies and Lessons Learned for Succeeding in the Customer Experience Era

Today's customers are "plugged in" 24/7. They demand instant access to information and transactional capabilities when they want them, are savvy when it comes to making purchase decisions, and are not afraid to change brands if a company no longer meets their expectations.

How are companies responding to the new environment of rapidly rising customer expectations and disruptive innovations like social, mobile and cloud technologies?

Oracle’s recently released global survey of 1,300 senior-level executives from 18 countries in North America, Europe, Asia Pacific and Latin America yields new insights on the challenges, strategies and lessons learned for succeeding in the customer experience (CX) era.

Register now to access the complete research results

Some of the key research findings include:

  • Brands recognize the significant financial impact of poor customer experiences, yet struggle to develop and execute successful strategies. The report indicates businesses can lose 20% of revenue from poor customer experiences yet many are stuck in an execution chasm.
  • 91% wish to be considered a customer experience leader in their industry yet 37% are just getting started with a formal customer experience initiative.
  • Executives report significant opportunities for improvement when asked to assess their organizations' effectiveness on delivering the experiences that customers expect.
  • Executives cite limitations from inflexible technology, siloed organizations and systems, and insufficient investment as the biggest obstacles to delivering the best possible customer experience.
  • On average, businesses estimate they will increase spending on customer experience technology by 18% in the next two years. Improving the cross-channel experience and customer analytics are top priorities.
The report highlights the need for new approaches to cross the execution chasm and succeed in customer experience. Visit the Global Customer Experience Survey Microsite to download results by industry, region or country or complete the CX assessment survey to see where your organization stands.

Visit the Global Customer Experience Survey Microsite

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Oracle Corporation

Are Your Customers Your Biggest Fans?

Hundreds of companies have customers who admire them, but only an elite few have true advocates who are passionate, vocal, and loyal fans. Hear from customer experience expert and author, Jeanne Bliss, as she reveals the five common decisions these beloved companies make that enable them to thrive in good times and bad.

Attend this webcast to discover:
  • What kind of decisions earn your company beloved status
  • How beloved companies drop the corporate veneer with customers
  • Why uncommon decision making can make a positive impact
Register now for the webcast, The Five Critical Decisions Made by Beloved and Prosperous Companies.
Oracle Fusion Middleware Webcenter logo

Register Now

Date:
March 21, 2013

Time:
10 a.m. PT / 1 p.m. ET

Presented by:

Jeanne Bliss
Jeanne Bliss
President
CustomerBLISS

Hardware and Software Engineered to Work Together

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Oracle WebCenter is the center of engagement for business—powering exceptional experiences for customers, partners, and employees. It connects people, process, and information with the most complete portfolio of portal, Web experience management, content, imaging and collaboration technologies.

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