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return false;"> <svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 512 512"><path d="M389.2 48h70.6L305.6 224.2 487 464H345L233.7 318.6 106.5 464H35.8L200.7 275.5 26.8 48H172.4L272.9 180.9 389.2 48zM364.4 421.8h39.1L151.1 88h-42L364.4 421.8z"/></svg> </a></li></ul><div class="topnav-buttons"> <a href="#" data-toggle="modal" data-target="#lc-subscription" class="btn-desktop-only pulse-button v5 topnav-btn"> <span class="button-inner"> XP² Newsletter </span> </a> <a href="/newsletter/" class="pulse-button v5 topnav-btn btn-mobile-only"> <span class="button-inner"> XP² Newsletter </span> </a></div></div></div><div class="lc-progress-wrap"><div class="lc-scroll-progress"></div></div></header><article id="post-8142" class="et_pb_post post-8142 article type-article status-publish has-post-thumbnail hentry article-category-targeting-personalization article-industry-agnostic article-tags-customer-experience-management article-function-bi-analytics article-function-conversion-optimization article-function-merchandising-ecommerce article-function-leadership article-function-marketing article-function-product-management article-type-thought-leadership"><div class="article-content"><div class="article-head-content-inner"><div class="article-breadcrumbs"> <a href="https://www.dynamicyield.com/articles/" title="Articles">Articles</a> <a href="https://www.dynamicyield.com/articles/category/targeting-personalization/ ">Targeting & Personalization</a></div><h1 class="article-title">10 Powerful Customer Experience Stats and Insights that You Can’t Ignore</h1><h2 class="article-excerpt">Here are 10 must-know stats and insights to get you thinking about your current and future customer experience strategy.</h2><div class="article-authors lc-flex"><div class="article-author-box lc-col lc-flex"><div class="article-author-image lc-col"><div class="entry_author_image"><img src="https://www.dynamicyield.com/wp-content/authors/yaniv-127.jpg" alt="Yaniv Navot" width="76" height="76" /></div></div><div class="article-author-title lc-col"><div class="article-author-name"> <a href="https://www.dynamicyield.com/blog/author/yaniv/" title="Posts by Yaniv Navot" rel="author">Yaniv Navot</a></div><div class="article-author-title-text"> CMO, Dynamic Yield</div></div></div></div></div><div class="entry-content article-entry-content"><div class="article-entry-content-inner"><p>This is the age of the customer. Competition is fierce and it’s getting harder and harder to attract customers’ attention and make the sales. It comes with no surprise that marketing spending on customer experience technology is on the rise, and that more and more organizations understand the high value of delivering exceptional experiences to their customers. Here are ten must-know stats and insights to get you thinking about your current and future customer experience strategy:</p><div style="color: #fff; text-align: center; font-weight: 200; font-size: 28px; background: #353535; padding: 20px 10px 20px 10px; border-top-left-radius: 5px; border-top-right-radius: 5px;">Ten Must-know Customer Experience Stats and Insights:</div><div class="cx-quotes"><div style='clear:both'></div><div class='click-to-tweet'><div class='ctt-text'><a href='http://ctt.ec/67DJf' target='_blank'>Marketing’s top 3 challenges are: Growing profitable revenue, connecting better with customers and serious competition.</a></div><a href='http://ctt.ec/67DJf' target='_blank' class='ctt-btn'>Click To Tweet</a><div class='ctt-tip'></div></div></p><div style="text-align: right; font-size: 12px; color: #999; margin-top: -20px; margin-bottom: 40px;">Source: <a href="http://www.gartner.com/marketing/digital/research/digital-marketing-spend/cmo-spend-2015/" target="_blank" rel="noopener noreferrer">CMO Spend Survey 2015</a> by Laura McLellan, Gartner, October 2014</div><div style='clear:both'></div><div class='click-to-tweet'><div class='ctt-text'><a href='http://ctt.ec/67DJf' target='_blank'>Organizations’ top 3 innovation projects planned for 2015 involve customer experience, product and marketing technology.</a></div><a href='http://ctt.ec/67DJf' target='_blank' class='ctt-btn'>Click To Tweet</a><div class='ctt-tip'></div></div><div style="text-align: right; font-size: 12px; color: #999; margin-top: -20px; margin-bottom: 40px;">Source: <a href="http://www.gartner.com/marketing/digital/research/digital-marketing-spend/cmo-spend-2015/" target="_blank" rel="noopener noreferrer">CMO Spend Survey 2015</a> by Laura McLellan, Gartner, October 2014</div><div style='clear:both'></div><div class='click-to-tweet'><div class='ctt-text'><a href='http://ctt.ec/T4r56' target='_blank'>By 2016, 89% of companies expect to compete mostly on the basis of customer experience.</a></div><a href='http://ctt.ec/T4r56' target='_blank' class='ctt-btn'>Click To Tweet</a><div class='ctt-tip'></div></div><div style="text-align: right; font-size: 12px; color: #999; margin-top: -20px; margin-bottom: 40px;">Source: <a href="https://www.gartner.com/doc/2853519/importance-customer-experience-rise-marketing" target="_blank" rel="noopener noreferrer">Gartner for Marketing Leaders</a> by Jake Sorofman and Laura McLellan, Gartner, September 2014</div><div style='clear:both'></div><div class='click-to-tweet'><div class='ctt-text'><a href='http://ctt.ec/atbB1' target='_blank'>By 2017, 50% of consumer product investments will be redirected to customer experience innovations.</a></div><a href='http://ctt.ec/atbB1' target='_blank' class='ctt-btn'>Click To Tweet</a><div class='ctt-tip'></div></div><div style="text-align: right; font-size: 12px; color: #999; margin-top: -20px; margin-bottom: 40px;">Source: <a href="https://www.gartner.com/doc/2853519/importance-customer-experience-rise-marketing" target="_blank" rel="noopener noreferrer">Gartner for Marketing Leaders</a> by Jake Sorofman and Laura McLellan, Gartner, September 2014</div><div style='clear:both'></div><div class='click-to-tweet'><div class='ctt-text'><a href='http://ctt.ec/iY030' target='_blank'>Emerging technology plays a big role in firms' profitability and their customers' digital experiences. Yet enterprises struggle with the speed of new technology delivery.</a></div><a href='http://ctt.ec/iY030' target='_blank' class='ctt-btn'>Click To Tweet</a><div class='ctt-tip'></div></div><div style='clear:both'></div><div class='click-to-tweet'><div class='ctt-text'><a href='http://ctt.ec/UXfF5' target='_blank'>Content providers and publishers will renew their focus on user experience – and not just on one platform but across channels. This will require rigorous optimization adapted for each channel.</a></div><a href='http://ctt.ec/UXfF5' target='_blank' class='ctt-btn'>Click To Tweet</a><div class='ctt-tip'></div></div><div style="text-align: right; font-size: 12px; color: #999; margin-top: -20px; margin-bottom: 40px;">Source: <a href="http://marketingland.com/cmos-2015-predictions-mobile-video-111117" target="_blank" rel="noopener noreferrer">What Does The Future Hold For Marketers</a> by Stephen Murray, December 2014</div><div style='clear:both'></div><div class='click-to-tweet'><div class='ctt-text'><a href='http://ctt.ec/95666' target='_blank'>28% of global digital companies strongly agree that they try to differentiate through customer experience.</a></div><a href='http://ctt.ec/95666' target='_blank' class='ctt-btn'>Click To Tweet</a><div class='ctt-tip'></div></div><div style="text-align: right; font-size: 12px; color: #999; margin-top: -20px; margin-bottom: 40px;">Source: <a href="https://econsultancy.com/reports/customer-experience-statistics/" target="_blank" rel="noopener noreferrer">Customer Experience Statistics</a> by Econsultancy, January 2015</div><div style='clear:both'></div><div class='click-to-tweet'><div class='ctt-text'><a href='http://ctt.ec/_K20c' target='_blank'>Strategy is the key building block global digital companies employ to build brilliant customer experiences.</a></div><a href='http://ctt.ec/_K20c' target='_blank' class='ctt-btn'>Click To Tweet</a><div class='ctt-tip'></div></div><div style="text-align: right; font-size: 12px; color: #999; margin-top: -20px; margin-bottom: 40px;">Source: <a href="https://econsultancy.com/reports/customer-experience-statistics/" target="_blank" rel="noopener noreferrer">Customer Experience Statistics</a> by Econsultancy, January 2015</div><div style='clear:both'></div><div class='click-to-tweet'><div class='ctt-text'><a href='http://ctt.ec/cd849' target='_blank'>73% of companies with positive customer experience impact value the link between customer experience and business results.</a></div><a href='http://ctt.ec/cd849' target='_blank' class='ctt-btn'>Click To Tweet</a><div class='ctt-tip'></div></div><div style="text-align: right; font-size: 12px; color: #999; margin-top: -20px; margin-bottom: 40px;">Source: <a href="http://www.e-junkie.com/TemkinGroup/product/495190.php" target="_blank" rel="noopener noreferrer">Customer Experience Expectations and Plans for 2014</a> by Temkin Group</div><div style='clear:both'></div><div class='click-to-tweet'><div class='ctt-text'><a href='http://ctt.ec/cd849' target='_blank'>In a poll of enterprise contact centers by Deloitte, 82% view the customer experience as a competitive differentiator, and view accuracy and quality of information provided (82%), as well as ease of interaction (73%), as the most important attributes of a quality customer experience.</a></div><a href='http://ctt.ec/cd849' target='_blank' class='ctt-btn'>Click To Tweet</a><div class='ctt-tip'></div></div><div style="text-align: right; font-size: 12px; color: #999; margin-top: -20px; margin-bottom: 40px;">Source: <a http://www2.deloitte.com/us/en/pages/operations/articles/2013-global-contact-center-survey.html" target="_blank">2013 Global Contact Center Survey Report</a> by Deloitte, March 2013</div></div><p>Customer demands are high and competition is fierce. Get focused and plan your marketing strategy and business plan to deliver customers exceptional, personalized experiences. 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// Fill in the UTM data from localStorage
var dy_utms = {
'utm_source': 'txt_source__c',
'utm_medium': 'txt_medium__c',
'utm_content': 'txt_content__c',
'utm_campaign': 'txt_campaign_name__c',
'utm_term': 'txt_term__c',
'gclid': ['GCLID__c', 'GCLID_c__c']
};
for(var i = 0; i < Object.keys(dy_utms).length; i++) {
var ls_key = Object.keys(dy_utms)[i],
ls_value = localStorage.getItem(ls_key),
form_key = dy_utms[ls_key],
form_field;
if(ls_value) {
if(ls_key === 'gclid') {
ls_value = JSON.parse(ls_value).value;
}
if(typeof(form_key) === 'string') {
form_field = form[0].querySelector('input[type="hidden"][name="' + form_key + '"]');
if(form_field) {
form_field.value = ls_value;
}
} else {
for(var j = 0; j < form_key.length; j++) {
form_field = form[0].querySelector('input[type="hidden"][name="' + form_key[j] + '"]');
if(form_field) {
form_field.value = ls_value;
}
}
}
}
}
// IP Address
fetch('https://www.cloudflare.com/cdn-cgi/trace').then(function(result) {
result.text().then(function(values) {
values.split("\n").map(function(item) {
var pair = item.split('=');
if(['ip'].includes(pair[0])) {
form[0].querySelector('input[type="hidden"][name="IP__c"]').value = pair[1];
}
});
});
});
// GA ID and Referrer
var dy_utms_cookie = {};
document.cookie.split(';').forEach(function(el) {
var splitCookie = el.split('=');
var key = splitCookie[0].trim();
var value = splitCookie[1];
dy_utms_cookie[key] = value;
});
if(dy_utms_cookie["_ga"]) {
form[0].querySelector('input[type="hidden"][name="Visitor_ID__c"]').value = dy_utms_cookie["_ga"].substring(6);
}
if(dy_utms_cookie["personalize_referrer_string"]) {
form[0].querySelector('input[type="hidden"][name="Referral__c"]').value = dy_utms_cookie["personalize_referrer_string"].substring(6);
}
// ZoomInfo
if(localStorage.getItem('ZoomInfoData')) {
var zoominfo_data = JSON.parse(localStorage.getItem('ZoomInfoData'));
if(zoominfo_data) {
form[0].querySelector('input[type="hidden"][name="Alexa_Rank__c"]').value = zoominfo_data.alexaglobalrank;
form[0].querySelector('input[type="hidden"][name="Employees__c"]').value = zoominfo_data.employeesrange;
form[0].querySelector('input[type="hidden"][name="Company_Revenue_Range__c"]').value = zoominfo_data.estimatedannualrevenue;
}
}
// Also, dispatch a dataLayer event on success
_form.onSuccess(function(values, follow_up_url) {
window.dataLayer = window.dataLayer || [];
if([3739, 4802, 5094, 5110, 4946, 5076, 5116, 5171, 5172, 5173].includes(_form.getId())) {
window.dataLayer.push({
'event': 'demo_request_complete',
'eventCallback': function() {
if(follow_up_url) {
window.location.href = follow_up_url;
}
}
});
return false;
} else if([3876].includes(_form.getId())) {
window.dataLayer.push({
'event': 'newsletter_signup_complete',
'eventCallback': function() {
if(follow_up_url) {
window.location.href = follow_up_url;
}
}
});
return false;
}
});
});
}</script> <script>if(typeof(jQuery) !== 'undefined') {
$ = jQuery.noConflict();
}
function getUrlParameter(sParam) {
var sPageURL = decodeURIComponent(window.location.search.substring(1)),
sURLVariables = sPageURL.split('&'),
sParameterName,
i;
for (i = 0; i < sURLVariables.length; i++) {
sParameterName = sURLVariables[i].split('=');
if (sParameterName[0] === sParam) {
return sParameterName[1] === undefined ? true : sParameterName[1];
}
}
}
$(window).load(function(){
var videoID = getUrlParameter('video');
if(videoID !== undefined){
if($('#wistia-' + videoID + '-1').length){
var videoName = $('#wistia-' + videoID + '-1').parents('.tab-pane');
videoName = videoName[0].id
}
if($('a[href="#' + videoName +'"]').length){
$('a[href="#' + videoName +'"]').each(function(){
$(this).click();
});
}
addScript('https://fast.wistia.com/embed/medias/'+ videoID +'.jsonp');
addScript('https://fast.wistia.com/assets/external/E-v1.js');
$('body').append('<span class="wistia_embed wistia_async_'+videoID+' popover=true popoverContent=link dy-wistia-popup" style="display:inline"></span>');
window._wq = window._wq || [];
_wq.push({ id: videoID, onReady: function(video) {
var video = Wistia.api(videoID);
video.popover.show(); // open the popover
video.play(); // play the video
setTimeout(function(){video.unmute();}, 500);
}});
}
});</script> <style>#adBanner {
background-color: transparent;
height: 0;
width: 1px;
}</style><div id="wrapfabtest"><div id="adBanner"></div></div></body></html>