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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- 26 percent of businesses say data and analytics have significantly changed the nature of industry-wide competition.
- 14 percent of investment professionals use credit card and POS software data to derive data.
- Only 16% of organizations can currently say that 75% or more of their employees have access to company data and analytics.
- 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.
- People generate 2.5 quintillion bytes of data each day.
- Through 2019, 90% of large organizations will have hired a CDO, but only 50% will be considered a success.
- Insights-driven businesses are growing at an average of more than 30% each year, and by 2021, they are predicted to take $1.8 trillion annually from their less-informed peers.
- By 2025, 60% of the 163 zettabytes of existing data will be created and managed by enterprise organizations.
- 21 percent of investment professionals use web traffic to derive data.
- Nearly 50 percent of businesses say big data and analytics have fundamentally changed business practices in their sales and marketing departments.
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