New State of CX study from SurveyMonkey shows major disconnect between CX and digital marketing pros and customers
Customer sentiments around AI, post-COVID-19 support, preferred feedback channels, and personalized experiences don’t live up to CX teams’ optimism
New data from SurveyMonkey, a global leader in online surveys and forms, reveals a drastic disconnect between consumers’ feelings and CX and digital marketing professionals’ perceptions about customer experiences. The analysis of 1,000 consumers and more than 600 CX and digital marketing industry professionals shows that they do not see eye to eye in four important areas: the value of AI, the level of post-COVID-19 support, consumers’ preferred feedback channels, and the amount of personalization they receive. The findings expose insights that can be used to transform how these professionals work and engage with consumers to provide a better experience and enable greater customer satisfaction.
“Providing experiences that better align with consumer needs and expectations in 2023 and beyond starts with leveraging the right insights,” Marci Kirkpatrick, Customer Experience Program Director at SurveyMonkey. “The experience gap we’re seeing stems from limited knowledge across the entire customer journey. This presents a significant opportunity for CX teams to further invest in initiatives that bring them closer to a deeper understanding of how customers perceive experiences throughout their entire journey with a brand or company and explore best practices to optimize those experiences.”