What value will CX bring to the business in 2021?
The ITWeb customer experience (CX) survey, being conducted in partnership with SAP, has gone live. The objective of the survey is to find out what value customer experience brings to the business and what CX will look like in 2021 and beyond.
Marc Emert, Solutions Specialist for SAP Africa Customer Experience, says, “Despite organisations’ best intentions, some customer experience projects simply don’t deliver on their promise and fail to drive business success. One of the biggest CX challenges posed by the lockdowns across the globe is how brands need to reinvent their customer engagement models, in the age of COVID-19.
“Through the survey, we hope to unpack how CX covers commerce, marketing, revenue, sales and service – and offer insights and flexibility around that. We will also highlight that by getting brands closer to their customers and delivering a great experience, CX can help cut costs, time and complexity, allowing organisations to focus on innovation and strategy as they venture into 2021 and beyond.”
The survey also seeks to uncover whether organisations have clearly defined customer journey systems designed to deliver effective, memorable CX, how they rate their ability to deliver CX as well as who is in charge of CX within the organisation.
We hope you’ll be able set aside a few minutes of your time to participate in the survey, and stand a chance to win a lucky draw prize, a Takealot voucher valued at R5 000. The detailed results of the survey, and the prize winner, will be published on ITWeb.
To play your role in compiling this customer experience trends report, click on the link below: