Take 2,500 marketers across the globe and ask them what’s the most exciting opportunity for 2015 and the next 5 years. Do you know what they’ll answer?
Econsultancy and Adobe recently did this exercise, and you can see the results in the chart below:
Customer experience (CX) scored as the top trend for this year and for the next 5 years, well above other well known marketing themes like Content, Automation, and the ubiquitous Big Data.
For many organisations, the goal of turning customer experience into a competitive advantage means recreating themselves. This is because it requires the whole organisation to be working towards the same goal, including product teams, marketing, HR and finance. In this sense smaller organisations have a massive advantage today, since flexibility and willingness to embrace new ideas can really make a difference.
I’m very curious to see how this will play in shaping the future business ecosystem.
To find out how Satsum can turn customer experience into a competitive advantage for your business, head over to satsum.com
For the complete Econsultancy report check here