Pointillist：2019年客户体验和CX测量状况（英文版）（31页）.pdf

1、1 State of Customer Journey Management & CX Measurement 2019 Pointillist. All rights reserved. About This Report Cras justo odio, dapibus ac facilisis in. Etiam porta sem malesuada magna mollis euismod. Curabitur blandit tempus porttitor. Nullam quis risus eget urna mollis ornare vel eu leo. Lorem i

2、psum dolor sit amet, consectetur adipiscing elit. Vivamus sagittis lacus vel augue laoreet rutrum faucibus dolor auctor. Aenean eu leo quam. Pellentesque ornare sem lacinia quam venenatis vestibulum. Vestibulum id ligula porta felis euismod semper. Cras justo odio, dapibus ac facilisis in, egestas e

3、get quam. Donec id elit non mi porta gravida at eget metus. Cras justo odio, dapibus ac facilisis in, egestas eget quam. Nullam quis risus eget urna mollis. 2 State of Customer Journey Management & CX Measurement 2019 Pointillist. All rights reserved. About This Report Customer experience is a make-

4、or-break factor for business success in 2019. But how do leading organizations optimize their customers journeys, improve customer experience and measure its impact on their business? To find out, Pointillist surveyed over 700 CX, marketing, and analytics professionals worldwide to uncover key trend

5、s, insights and benchmarks on: Top-of-mind challenges and priorities Effective strategies, tactics and approaches High priority metrics and KPIs Key characteristics, capabilities and practices that separate top performing teams from the rest of the pack 2State of Customer Journey Management & CX Mea

6、surement 3 State of Customer Journey Management & CX Measurement 2019 Pointillist. All rights reserved. Contents Executive Summary . 4 Introducton: Customer Experience is Top Priority for Organizations in 2019 . 5 01 | High Adoption of a Journey-Based Approach to CX is Critical to Success . 7 02 | H