customer experience trends for 2017

www.gemseek.com | cxp@gemseek.com

33%

12% 8%

-2%-6% -7% -8%

-16%

40%

20%

0%

-20%

-40%

CX CSR NPD Costs BrandEquity

Marketing Logistics Quality

% points of di�erence shown 2014-2016 change Expected (3yrs) change

40% 21% 32% 26% 21% 58% 26% 55%

Curr

ently

in focus

1. Customer Experience as a competitive advantage

For 40% of the organizations CX is one of the main sources of competitive advantage currently and it is one of few business elements that are growing steadily in their importance. Quality & Marketing e�ort, currently highly widespread as a di�erentiator for the organizations, are expected to drop in relative importance.

STAY AHEAD IN CUSTOMER EXPERIENCE IN THE YEAR TO COME

As the year comes to an end, we send you our warmest wishes for the holiday season and give you an exclusive look at the data from the GemSeek Annual CX Trends Report.

29%

29%

42%

2. What Customer Experience means in organizationstop 3 de�nitions:

Delivering an experience which meets our clients’ expectations Managing touchpoint e�ectiveness Creating an unforgettable experience for our clients

100%

80%

60%

40%

20%

0%

80%

56%50% 47%

30%

Customersegmentation

Competitivebenchmarking on

Customer Experience

Moment of truth/transactional

CustomerExperience /NPS

Big Data analytics Text analytics

3. Types of CX analyses organizations are currently using

*Based on the answers of 100 professionals in Customer Experience, Marketing, Operations, Management and more