One-in-Five Brands ‘Will Never Understand Their Customers’

March 21, 20193min

A new report has found that 20 percent of marketing and CX professionals feel they will “never truly understand” their customers’ buying decisions.

The study from analytics firm Clicktale, titled Defining Digital Experience, states that part of the reason for this is due to 34 percent of marketers and CX professionals being unable to unite data between their web and mobile-optimised sites to create a single customer view, while 39 percent struggle to unite data from their websites and mobile apps.

This inability, the report continues, also means that 71 percent of brands can’t action customer insights in real time, while 73 percent are struggling to provide a consistent experience across channels. Ultimately, this lack of ability to understand customers is hindering brands’ chances of securing customer loyalty and damaging potential sales.

The study explores the current state of digital with 200 marketing and CX professionals working in some of the world’s leading brands in the UK and the US. The report uncovers how brands are building a strategy around Digital Experience, including who is ‘owning’ the function, and what technology they’re deploying.

Clicktale CMO Sara Richter said: “With so many brands struggling to build a single customer view, is it any wonder that marketing and CX professionals feel they cannot build a true understanding of their customers?

“But while uniting data is undoubtedly key, so too is capturing the right kind of data – beyond the usual demography, geography, purchase history and preference. Very few brands are tapping into the power of behavioural data, which enriches the marketer’s understanding of the customer immensely. With behavioural data and the right analytics, brands can better serve customers, improve loyalty and drive more repeat revenue.”


Paul Ainsworth

Paul Ainsworth

Experienced Irish journalist and former newspaper editor now helming executive editorial duties with Customer Experience Magazine, the UK's premier online source for Customer Experience news, features, and opinion, along with its sister site, CXM World.




Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.


CONTACT US

CALL US ANYTIME


UK Trademark UK00002648900

EUIPO Trademark 018131832

Contact Information

For article submissions:
Editor
Paul Ainsworth
paul@cxm.co.uk

For general inquiries, advertising and partnership information:
aleksandar@awardsinternational.com
Tel: 0207 1932 428

For Advertising and Guest/Sponsored posts:
jovana@cxm.co.uk

For Masterclass enquiries:
danilo@cxm.co.uk
Tel: +44 20 86386491

Customer Experience Magazine Limited
Company number: 12450532
International House, 24 Holborn Viaduct,
United Kingdom, London, England, EC1A 2BN

JOBS IN CUSTOMER SUPPORT

Find a job in customer support with Jobsora


Newsletter


vape: vape o rama e cigarette cartridge flavors good vape the mighty vape green vape pen vape eleaf istick 50w griffin mcelroy gotta have my vape voopoo drag firmware crack pie vape juice marijuana vape temperature mountain oak vape spider e cigarette review what are the ingredients in vicks vapor rub limitless pulse replacement pods where do they sell vapor cigarettes mistic vapes aspire ecig batteries uwell francier wickless ecig tank reuleaux rx200 mod ecig san diego vapor pressure of solution best discreet ecig 2019 cbd vape with terpenes hemp flavored vape juice voopoo x2 coil how to vape cbd isolate adjusting resistance on a voopoo too vapers for sale nicotine buzz vaping rda or rba uwell valarian tank most powerful vape mod about uwell rdas limitless pulse open vape price snow wolf tank coil compatibility rda vape tanks best rebuildable atomizer tank voopoo too software update what percentage of nicotine is in one cigarette smok pen v8 obs cube 80w adjustable ecig v8 beast aegis legend wont turn on uwell crown vertical rba build waterproof e cigarette voopoo 2 costom best 20700 mods what tanks are compatible with voopoo rex cfc vape

cbd oil: what does cbd oil taste like most needed product where to buy cbd oil in alabama 1500 mg cbd gummies revival cbd cbd oil in china how much cbd gummies to take mamak sydney cbd cbd placebo cbd oil legal in aruba benefits of cbd oil vape is hemp oil cbd oil the same cbd chocolate review crossfit athletic sydney cbd is cbd oil legal in us will cbd lower blood pressure mixing cbd with alcohol does cbd oil cause you to fail a drug test cbd dosing for pets south carolina cbd oil laws 5000mg cbd gummies does weed oil go bad cbd and aspirin cbd vape mod white cedar cbd knoxville cbd oil good cheap restaurants in sydney cbd ibis melbourne cbd weed legalization usa cushings and cbd oil hemp oil anti inflammatory cbd gummies thc translation porque rat striatum cnb brighton does cbd oil enhance your high real rainbow animals trubliss cbd oil reviews cbd pain pills cbd z konopi siewnej cbd 4500mg canabis cbd oil o pen cbd cartridge review cbd oil texas 2019 cbd oil in spanish dabbing rig cbd oil on a drug test edible cbd healthergize cbd oil does cbd oil show up on drug test vape oil cbd canada molecule sentence

male enhancement: is viagra otc viagra manufacturer coupon sildenafil alcohol weider prime testosterone support vardenafil interactions noxitril scam dysfunction vs disfunction cinnamon erectile dysfunction good rx sildenafil do penile stretchers work when to take cialis 20 mg best testosterone booster supplements off brand cialis foods that lower testosterone average size erect penis ketoconazole wikipedia how to use a cock pump best hard on pills duck penis length over the counter enhancement pills how to make your pines bigger dhea testosterone booster pills that make dick bigger supplements for low testosterone penis enlargement lotions massive male plus ingredients best male supplement dick stretch whats a normal size penis best product for premature ejaculation plant based protein powder gnc prescription medications online instant natural viagra are black guys bigger anamax pills gnc find in store penis pills walmart how to get rid of sexual urges does viagra lower blood pressure vasodilator creams foods that increase erection what does viagra cost maca vs ginseng tramadol erectile dysfunction increase sex stamina keep erection girles have sex performix pills alpha prime supplement review how to increase hgh with supplements force factor test x180 side effects blue fortera

weight loss: hiit workouts for weight loss best teatox for weight loss weight loss menu planners diabetics loss weight desmond harrington weight loss perscription diet pills online where to buy forskolin for weight loss protein powder shakes for weight loss best juicing recipes for weight loss blueberry smoothie for weight loss weight loss desserts celiac disease weight loss workouts schedule for weight loss meal prep for weight loss on a budget grapefruit oil weight loss fat blocking diet pills kale smoothie for weight loss weight loss vegan diet meal plan chia seeds weight loss testimonials metformin pcos weight loss concerta and weight loss healthy quick weight loss diet plan weight loss club weight loss surgery blogs walking 1 mile a day weight loss quick weight loss pills reviews the weight loss cures probiotic pearls weight loss is salsa good for weight loss atkins weight loss pills weight loss atlanta ga jon miller weight loss hunger pills weight loss smoking weed and weight loss safe water pills weight loss vitamin d weight loss before and after will diet pills affect drug test paleo weight loss plan alison sweeney diet pills rezolution diet pills diet pills stimulants does advocare diet pills work brittany murphy diet pills phenylpropanolamine weight loss diet pills contrave shane dawson weight loss linea diet pills free sample keto pills quick weight loss program recipes b complex weight loss hcg amazon hypothyroidism medicine weight loss