Customer Experience Design
We asked 327 marketers to tell us how they are designing effective customer experiences, here is what they said.
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customer experience design requires significant time and resources to execute
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the consequences of an ineffective design:
automated experiences vs. human interaction
...that 42% of marketers say they don't have enough of.
Two-thirds of marketers report that bad design directly impacts their bottom line by creating missed opportunities for revenue.
automations create efficiencies but marketers still regard live interactions as the most effective way to meet customer expectations.
Some highlights from the research: