In a survey of approximately 700 business professionals, only 15% said their organization is currently very effective in delivering a relevant and reliable customer experience. In the same survey, only 3% of respondents said they are able to act on all of the customer data they collect; 21% say they can act on very little of it.
2017HBR Closing the Customer Experience Gap Report
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- 53 percent of CEOs consider themselves the primary leader of their company’s analytics agenda.
- More than 150 zettabytes (150 trillion gigabytes) of data will need analysis by 2025.
- Only 16% of organizations can currently say that 75% or more of their employees have access to company data and analytics.
- 98 percent of sales representatives at construction companies that adopt analytics and geographic data reported dramatic decreases in their time frame for providing price quotes.
- Only 7% of marketers surveyed report that they are currently effectively able to deliver real-time, data-driven marketing engagements across both physical and digital touchpoints.
- 45 percent of companies run at least some big data workloads in the cloud.
- 8 percent of businesses say data and analytics have fundamentally changed the nature of industry-wide competition
- Data-driven organizations are 23 times more likely to acquire customers, six times as likely to retain customers, and 19 times as likely to be profitable as a result.
- 50 percent of businesses say data and analytics significantly impacted new entrants launching data and analytics businesses that undermine traditional competitors’ value propositions.
- 90 percent of the world’s data was created between 2015 and 2016 alone.
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