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Do businesses think they have good customer experience (CX)?

Author's avatar By Robert Jones 28 Feb, 2018
Essential Essential topic

Chart of the day: the more senior someone is in a business, the more they believe that they offer a good customer experience (CX).

The Customer Experience industry report 2018 by uisertesting.com has found that executive level professionals and those who work in CX management think they have a good CX, whilst UXers, product manager, and researchers believe their CX is less good. Executives may be far too confident about their CX which leads the report and me to suggest that the more senior managers could be less aware of the real CX in their business.

Respondents also reported that good CX is critical to their businesses success, CX is recognized as being incredibly important to the success of a business.

User research is also recognized as helping business growth. The majority also want more user testing to be done in the business and most believe that user research improves the quality of their business.

Businesses believe user testing can improve products and services, senior management and research alike are becoming advocates for conducting user testing across the business. A revolution is happening in the UX world as user testing becomes main stream.

Author's avatar

By Robert Jones

Robert Jones is a specialist in CRO, UX Research, insight and digital Marketing. He is CRO Analyst at Enjoy Digital. He has a Psychology Masters of Research, has run large digital marketing campaigns to build research panels and worked in insight roles for Vision Critical, ASDA and WhatUsersDo. He also managed all of Smart Insights member resources and published several guides including "How to conduct Persona Research" as well as contributing over 100 blog posts to the Smart Insights blog. When he isn’t working on marketing campaigns he is most likely eating authentic Italian food or planning his next short trip. You can connect with Robert on LinkedIn or follow him on Twitter.

This blog post has been tagged with:

Customer experience managementUser experience (UX)

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