| CX research needs to be BAU if it’s as important as marketing says it is Desptie research showing organisations are increasingly prioritising, and feeling bullish about, customer experience - there are still some signs of frustration amongst researchers; less than half (44%), say that they can keep up with the requests they get for research projects.
Furthermore, there’s a lack of regular feedback on key experiences. Only 37% of designers say they test mobile experiences, and only 47% of product teams report that they’re regularly using customer feedback in concert with customer behaviour analytics.
There seems to be some form of contradiction here, as if intentions and investment haven’t yet fully translated to execution. Whilst more than half of respondents indicate they’re coordinated in their approach to CX and have a deep understanding of their customers’ journeys, no group (marketers, product teams, designers, executives or researchers) has a majority of people regularly testing the experiences critical to their roles.
Read more in our latest article, #spon by UserTesting. | 