Who should be in charge of the customer experience?
CMOs and other c-suite executive are unclear who should be in charge of the customer experience. 35% of CMOS believe it is their job, while 37% of CEOs and 29% chief customer officers believe they should be in charge of customer experience.
Failing to deliver is a significant issue with 52% of senior leaders saying customer experience is the most important way they look to differentiate their brand.
Source: KPMG Nunwood
Consumer confidence on the up
Consumer confidence returned to growth in May, rising two points to –5. Four of the five confidence measures increased.
The major purchase index was also up, by two points to +9, the third month of increases in a row.
The growing role of voice
Over a quarter of Brits are already interacting with voice technology on a day-to-day basis, while 71% think it will be used for at least one daily task in 10 years’ time.
The most popular use is expected to be working out a journey, with two-thirds wanting to be able to speak to their sat nav.
What motivates marketers to move jobs?
Marketers care about more than pay when it comes to moving jobs. While 40% say pay is the most important factor, this is lower than the UK average of 45%.
Almost three-quarters (71%) say they would take a pay cut to get a job at a place with better workplace culture.
Complying with GDPR
Two-thirds of businesses are concerned their customer data will not comply with new EU data laws when they come into effect in a year’s time.
While 18% have implemented repermissioning campaigns, 28% have no plans to do so and 20% don’t know if they will.
Source: Royal Mail