Study finds brands that focus on customer experience observe higher business growth

New Ideas in MarketingEssential news for marketers, summarised by YouGov
February 28, 2020, 4:49 PM UTC

Adobe’s 2020 Digital Trends report asked advertising, marketing, eCommerce, creative and IT professionals about their 2019 achievements and 2020 priorities.

The study found that UK brands leading in customer experience (CX) were three times more likely to exceed their 2019 business goals. But though companies in the UK consider CX as their top priority, they lack maturity.

This piece states British organisations recognise the importance of customer-first approach, with 24% of companies ranking customer experience optimisation as their most exciting priority for 2020. The report also highlights UK brands’ focus on CX outranks global and European average of 22% and ahead of Germany and Italy.

UK’s CX focus was only behind France (25%) and Nordics (26%). The researchers also found all companies leading in CX shared a common approach of investing more in people, technology and structure.

Read the original article

[1 minute read]