The Value of Experience: How the C-suite Values Customer Experience in the Digital Age Global & North America Executive Summary

Economist Intelligence Unit Report North America Executive Summary

“There is only one boss – the customer,” Sam Walton, Founder of Walmart, once said. “And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”

The Economist Intelligence Unit recently conducted a survey of how global companies manage their customer experience programs. Hear what 516 C-suite executives from 21 countries had to say on:

  • Prioritizing future investment in customer experience 
  • Ownership of customer experience initiatives
  • Measuring customer experience
  • Customer experience channels most favored by customers

If done well, customer experience (CX) initiatives can reduce costs, increase revenue and profitability, and improve customer satisfaction.

Download now and prepare for delivering next generation CX:

  • Global Executive Summary
    Featuring insights from North America, Latin America, Europe and Asia-Pacific
  • North America Executive Summary
    Featuring insights from United States and Canada

Also get the Regional Executive Summaries!