Successful businesses invest in CX to drive their ROI.
Successful businesses realise that the complete customer experience is more important to their ROI than focusing only on specific channels. Adobe commissioned Forrester Consulting to conduct an online survey with 434 global digital business, marketing and analytics decision-makers with responsibility for CX technology decisions and metrics. Here’s what we discovered.
Whole-lifecycle happiness matters for customers, employees and ROI alike
Superior business performance improves across every aspect of the customer lifecycle, including greater cost efficiency, heightened employee satisfaction and productivity and increased customer engagement.
CX tools give businesses a leg up on competitors.
ROI metrics for customer retention, purchase rates and lifetime value all improve with an ongoing commitment to CX.
Customers are devoted to CX-driven businesses.
When businesses invest in CX, customer satisfaction improves, leading to an increase of retention, purchasing and loyalty. And greater ROI.