State of Customer Experience Report to Be Released at Engagement Expo

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Study by Loyalty360 will shed light on the burgeoning discipline of customer experience

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Last year, it was evident that brands were struggling to define customer experience in an exhaustive, yet simple enough way that would unify their entire organization around the customer.

Loyalty360, the loyalty marketers’ association, will release its second annual CX Landscape: State of the Industry Report at the upcoming 2015 Engagement & Experience Expo.

Coming at a time when analysts are predicting that customer experience will be the next big thing in marketing, the study will explore customer experience from the perspective of marketers and CX practitioners. It will provide critical insights on CX budgets, strategies, technologies and processes that brands currently have in place, as well as plans for the future.

The 2014 CX Landscape report revealed that customer experience as a discipline was still in a nascent phase. Findings showed that, as a whole, a clear definition for what customer experience is and how it should be structured within organizations was lacking. Nearly one in five companies surveyed in 2014 said customer experience was not clearly defined within their organization or a definition was in progress. The 2015 study will show if brands have come to more clearly define customer experience and are aligning internally and externally to meet consumers’ expectations for it.
The 2015 CX Landscape report will also delve into customer experience performance, as measured by the brands and marketers. In 2014, just over half (51%) of marketers surveyed said their customer experience strategies were falling short of their goals.

“Last year, it was evident that brands were struggling to define customer experience in an exhaustive, yet simple enough way that would unify their entire organization around the customer,” says Mark Johnson, CEO of Loyalty360. “With the explosion of marketing technology providers over the last year, many of them promising to activate customer data for more effective customer experiences and engagements, we are excited to see how marketers’ perspectives of CX have changed since 2014.”

Loyalty360 is currently conducting survey research of marketers and customer experience practitioners to gather information about their customer experience strategies for the 2015 report. Those interested in participating in the research should visit:

In addition to the 2015 CX Landscape Report, Engagement & Experience Expo will feature the release of white papers and case studies from several event sponsors, as well as expanded media coverage and industry analysis.

Title sponsors of the Engagement & Experience Expo include: Ansira, Brierley+Partners, Clutch, Deluxe, EMC, Gold Group, Inquisium, Kentico, Lenati and Stellar Loyalty.

To register for the upcoming Engagement & Experience Expo, please visit:

About Engagement & Experience Expo Engagement & Experience Expo is a forum to openly discuss customer, brand and channel challenges and solutions. Discover how to optimize the customer experience at all touch-points and increase the impact of engagement throughout the customer lifecycle.

About Loyalty360
Loyalty360 is an unbiased, market driven, voice-of-the-customer focused clearinghouse and think-tank that is committed to bringing customer loyalty to the forefront as a critical marketing strategy. A trusted source for cutting-edge research, best practices, and networking opportunities, Loyalty360 gives members the expert insights and guidance they need to better understand loyalty and develop programs that effectively engage their customers and employees and build stronger relationships with them.

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