Customer Experience Exchange Research Reveals Top 4 Priorities for Global Brands

Oct 08, 2013, 06:29 ET from IQPC Exchange

LONDON, October 8, 2013 /PRNewswire/ --

  • Developing a customer experience strategy that sticks
  • Ensuring organisations become more customer centric
  • Staying ahead of competitors
  • Better understanding customers

Ahead of the 6th Customer Experience Exchange, the Customer Management Exchange Network has conducted research with global brands such as Google, First Direct, Cisco and Philips to discover the current top challenges and priorities for customer experience leaders. The results have been collated in the eBook: Driving Business Growth. The full report can be accessed here:

The research reveals that although many organisations recognise the power of customers in today's connected world, few are behaving in a truly customer focused manner. Developing a customer experience strategy that sticks and the need to ensure organisations become more customer centric remain the top priorities for global leaders in customer experience.  

Growing competition sees global brands vying for customers' loyalty, so it comes as no surprise that staying ahead of the competition is also a top priority and an area of high investment. Customer experience is certainly the new competitive battle ground; organisations must decide how they will innovate to stay ahead and whether it is indeed better to strive to gain first mover advantage, or learn from competitors' mistakes to secure market share.

Finally - and perhaps the underpinning factor to all of the challenges faced by customer experience leaders - is the need to better understand customers. With 90% of the world's data having been created in the last two years alone, organisations are unsurprisingly struggling to find the best approach for turning customer insight into business value.

Arne van de Wijdeven, Director of Customer Advocacy at Philips believes that customer insight is "the key to a competitive edge" and is vital for creating an exceptional customer journey. According to Arne, organisations must not only deliver but also exceed customer expectations, and should without doubt prioritise customer loyalty over acquisition. The full interview has been made available here:

Abi Manders, Group Head of Products at the CM Exchange Network commented "Organisations often struggle with how they can safeguard the future of their organisation and ensure that customer experience initiatives are resulting in customer acquisition, increased loyalty and profitability. These interviews will allow customer experience practitioners to benchmark their own initiatives as they move into 2014." The complimentary interactive eBook can be read in full at:

For more information about the 6th Customer Experience Exchange, taking place 11th - 13 November 2013 in Amsterdam, including the industry leading speakers and latest agenda, please visit: or email

If you are a CXO, VP or Director of Customer Experience or offer a service you feel would add value for Customer Experience leaders, request your invitation today online here: or email:

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