Eighty one percent of customer experience (CX) leaders report they will compete mostly or entirely on CX, but less than half have established the rationale for why CX drives business outcomes, according to Gartner, Inc. The goal of CX is to meet and exceed customer expectations, but while 48 percent say their CX efforts exceed management’s expectations, just 22 percent of customer experience leaders report their CX efforts exceed customers’ expectations.
To address this challenge, Gartner unveiled the CX Pyramid, a new methodology to test organizations’ [...]
As organizations continue to embrace digital transformation, they are finding that digital business is not as simple as buying the latest technology — it requires significant changes to culture and systems. A recent Gartner, Inc. survey found that only a small number of organizations have been able to successfully scale their digital initiatives beyond the experimentation and piloting stages.
“The reality is that digital business demands different skills, working practices, organizational models and even cultures,” said Marcus Blosch, research vice president at Gartner. “To change an organization designed for a structured, ordered, process-oriented world to [...]
Direct banks continue to outperform traditional retail banks in overall customer satisfaction, but these branchless institutions are showing some signs of vulnerability. According to the J.D. Power 2018 U.S. Direct Banking Satisfaction Study,SM direct banks have lost ground to traditional retail banks in terms of customer understanding and mobile experience. Key performance metrics—providing tailored information to meet customer needs, understanding product features and understanding fee structures—have declined year over year.
“Direct banks have traditionally occupied a niche of the retail banking marketplace where they serve mainly as secondary banks with competitive [...]
U.S. banks and credit card companies are setting a new standard for customer satisfaction with mobile apps, winning a rapidly growing user base and achieving the highest satisfaction scores of any industry in which J.D. Power measures satisfaction. According to the J.D. Power 2018 U.S. Banking App Satisfaction StudySM and U.S. Credit Card App Satisfaction Study,SM overall customer satisfaction with banking and credit card apps increases this year as more customers adopt digital as their primary interaction channel.
“As mobile apps rapidly become the primary interaction channel for retail bank and credit card customers, getting the formula right in terms of usability, feature [...]
Traditional Media Remains Critical to Today’s CMOs, ROI, Advertising Waste and Marketing Tech are Key Concerns
The launch of the Nielsen CMO Report 2018, the first in an annual series of CMO reports by Nielsen, reveals that 82% of marketers expect to increase their digital spend as a percentage of their total advertising budget and that nearly 80% of marketers plan to increase their investment in analytics or attribution solutions in the next 12 months. The research, based on in-depth U.S.-based CMO interviews and extensive survey data, made it clear that it’s not more data that marketers are looking for, rather better insight. Only 25% of marketers reported being highly [...]
Dubai’s trade sector is forecast to record robust demand in 2018, supported by key factors such as price competition, accessibility and global demand, a new survey from the Dubai Chamber of Commerce and Industry has revealed.
The results of the Dubai Chamber Traders Outlook Survey 2018 were revealed during a business seminar hosted recently at Dubai Chamber premises which was attended by traders and representatives from the local business community.
According to the survey, traders of household goods were most optimistic about their performance in 2018, followed by those operating in the machinery, consumer goods, and textiles sub-sectors. A strong majority of [...]
United Arab Emirates (UAE) reported a significant improvement in consumer confidence with an index of 118 in the fourth quarter of 2017, which is a six-point increase from the previous quarter and a 10-point increase from the same period in 2016 — the highest in the region and ranked fifth globally.
According to the fourth-quarter 2017 Conference Board® Global Consumer Confidence Survey (TCB Global CCS), which is produced in collaboration with Nielsen, the gain in confidence from the third quarter was driven by improvements in perception of personal finances and immediate-spending intentions. In the UAE, respondents were optimistic about their personal finances, with 65% [...]
DMCC, the world’s flagship Free Zone and Dubai government authority on commodities trade and enterprise, is launching its latest report on the ‘Future of Trade’ at London’s Altitude on 15 May 2018.
DMCC Executive Chairman Ahmed Bin Sulayem and Asia House Chairman Lord Green of Hurstpierpoint will address over 130 C-suite executives, academics, government representatives and economists in attendance.
Michael Lawrence, Chief Executive of Asia House and former Global Editor of Reuters, will also chair a Question Time style debate with panellists Sir Jonathan Faull, Chair of European Public Affairs, Brunswick Group and former Deputy Director General, Directorate General of [...]