SAN FRANCISCO, Calif. – March 31, 2020 – What customer-centric organizations do well is bring the human back into the equation—to the business—and focus on meeting customer needs as the most important driver for achieving their goals. While every organization strives to be customer-centric, most have not succeeded, which creates a pressing need for new approaches to understanding and serving customer needs.
The unprecedented challenges facing the world today make it even more important that companies find new ways to deliver on their customers' expectations. “The companies that can empathize with their customer, and quickly adapt to support their evolving needs, will emerge from the crisis with a stronger customer foundation than ever before,” said Janelle Estes, Chief Insights Officer at UserTesting.
Data from UserTesting’s seventh annual Customer Experience (CX) Survey shows that organizations value the importance of great customer experience, but have struggled with operationalizing the customer feedback process—rapidly identifying insights and turning those insights into action. Those companies that have optimized the customer feedback process will be ahead of the pack in their respective industries, particularly in the coming months, as business models are required to shift to accommodate new customer behaviors and needs. To become a truly customer-centric company, everyone in the organization must have a deep understanding of customer needs and expectations. This requires implementing structures and strategies, and getting operational support from across the organization.
UserTesting, the leading provider of on-demand human insights, conducted the research to better understand the impact customer feedback has on a company’s overall customer experience. The report uncovered three key trends influencing customer experience today:
Concludes Estes, “This year’s report shows us that although organizations want to be customer-centric, they still have a lot of work to do to support their employees in feeling empowered to, and capable of, leveraging customer feedback to drive their decision-making.”
To access the full 2020 Customer Experience Industry Report, click here.
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