Who owns the customer journey? – Squiz

Discover how marketers’ views on customer-centricity have been shifting, and the report contains our findings, research analysis and some advice on how marketers can step-up and be the customer champion.

Inside this free download, we investigate:

  • Whether marketers understand the importance of customer-centricity – and if they are supported in this by senior management.
  • Whether marketing thinks it owns the customer journey – and whether the rest of the business feels the same.
  • What levels of confidence marketers have when using technology for achieving customer centricity, and whether they have the ability to influence what tech decisions are made.
  • Whether marketers are the voice of the customer in their organisation and, if not, what steps they need to take to become so.

Source: www.squiz.net

If you download and read (and you should), note the ROI on CX…or lack thereof.

 

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