According to a joint report by Econsultancy and Adobe 22% of marketers agree that customer experience will be “the most exciting opportunity in 5 years time”, coming first among content marketing, mobile and personalisation.
Customer experience has been a focus for some time for marketers, 20% believed it to be an exciting opportunity in 2014 as well. Brands such as British Airway’s and Tesco are already starting to roll out plans to restructure for a customer centric strategy.
The report highlights that despite marketers’ optimism about a customer focused approach, not many were able to make this a reality in 2014.
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Source: Marketing Week
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