2023年年网络客户体验趋势报告（范文推荐）下面是我为大家整理的2023年网络客户体验趋势报告（范文推荐）,供大家参考。 T ableofContentsIntr oduction:ADecadeofInsightsfr om75,000Marketers 41.DigitalInequality 72.PuttingtheCust omerinContext 93.Cultur alT r ansformation 124.ConsumerDataManagementDefinesour DigitalF utur e 145.AI GetsMarketersBackint oMark eting 15Methodology 17 2023DigitalT r ends 2Intr oductionADecadeofInsightsF r om75,000Mark eters T eny earsago,Econsultancypublishedthefirst DigitalT r endsRepor tinpartnershipwithAdobe. Ov er900mark etersparticipatedinthesurve y , makingitoneofthelar gerstudiesofdigital mark etingatthetime. Sincethen,o v er75,000ex ecutiv esha veshar ed theiropinionsaspar tofthelar gestdigital mark etingr esearchseriesinhist or y . Onthecuspofanewdecadeour obsessionas mark etershasshiftedt othecust omerandthe experiencewecanoff erthem.Thistr endfirst emer gedinthesurve yin2023,when20%of mark eterssaidthatcapitalisingoncust omer experiencewasthemostex citingoppor tunityfor theiror ganisation The2023DigitalT r endsr epor t, isbasedon aglobalsurve yofalmost13,000marketing, adv er tising,ecommerce,cr eativ eandI T pr of essionalsworkingforbothbr andsand agencies. Ther esearchlooksatthemostsignificanttr ends thatar edrivingmark etingstr ategiesintheshor t t omediumterm,withafocusonunderstanding wher ecompaniesar einv esting,whatthey prioritiseandwhattheyseeastheirgr eatest challenges. Thisyear ’ sstudyfocusesoncust omer experienceex cellenceandusesthecompanies leadinginCXasabenchmarkforcomparison andinspiration. 2023DigitalT r ends 4 DigitalInequalityThecompaniesleadingincust omerexperiencear emor e successfulthantheir peers.The yar ethr eetimesmor elikely t o ha vesignificantlyex ceededtheir 2023businessgoals. Their pr ogr essiont owar dcust omer-centricityhasdeep eff ects,pushingthemt o eliminatethestructur al,cultur aland technologicalbarriersthatpr ev entmostcompaniesfr om eff ectivelymanagingdataandpro vidinggr eatexperiences. Mostcompaniesstrugglewithchange,whileleadersembr ace it.ThemostadvancedCX -Ledbusinessesar eobsessedwith talent,whilethemainstr eamf earsr ecession.PuttingTheCust omerInContextAt oppriority forCXleadersiscust omerjourne ymanagement andev er ythingit entails. T oda y ’ sconsumersexpecteasy ,v aluableexperiencesthat marketersin2023couldscar celyimagine.Themodern cust omerjourne yiscomplexandunpr edictable;it canonlybe underst oodandmanagedinr ealtime,puttingcust omerdata atthecentr eofmark eting. P ersonalisationt o theindividualisthepar allelpriority , challengingmarketerst o ev olv enotonlytheir abilityt o managecust omerdata,butuseit t o deliv erexperiencesin r ealtimethatar ematchedt o theconsumerandtheir context. Theinfrastructureisinplaceatonly38%ofthelar gest companies,andthestr ategyt o takeadvantageatf ewer still.3Cultur alT r ansformationSpeedisthemostpower fuladvantageofCXleaders. Mostbusinessesinthestudyar eencumberedb youtdated workflowsandinternalbarrierst o communicationand collaboration. Leadersha veo v er comethesechallengest o focusonr apid learningandinnovationofthecust omerexperience. Whiletechnologyenablesgr eatexperiences,the yar e designedb ymark eters,technologistsanddatascientists workingt ogether .Leadersar emor elikelyt o prioritiseaddingtherighttalentandongoingtr ainingfortheir existing workfor ce.2023DigitalT r ends 512 ConsumerDataManagement DefinesOurDigitalF utur eThepastf ewy earsha veseenconsumersbecoming incr easinglyawareoftheir dataandhowit isbeingused. T oda y ,achangingr egulat or yenvir onmentandconsumer techn