The Customer Experience Executive’s Agenda for 2019: Minimize Customer Effort Through Intelligent Journey Management

This document provides an overview of the top priorities driving CX executive’s agenda in 2019. It also illustrates the key building blocks firms use to minimize customer effort through intelligent journey management.

Customer experience isn’t just another phrase uttered in corporate boardrooms. Companies such as Amazon, Zappos, Uber and Airbnb have transformed their industries and become leaders or lead contenders largely by differentiating through distinctive and superior customer experiences. Recognizing the success of these firms, almost all C-suite executives understand the power and importance of customer experience management (CX). Between December 2018 and January 2019, Aberdeen surveyed 369 companies across the world — from all industries and all sizes. The survey was designed to capture insights on the key trends and best practices influencing CX programs.