2022 Acquia CX Report
- Pivoting customer experience strategies to adapt to industry fluctuations
- Responsibly handling first-party data in the face of growing privacy concerns
- Balancing software needs with human touch to deliver relevant customer experiences that scale
Customer Experience That’s Never Static
We’re on the tail end of the COVID-19 pandemic, but global enterprises are still feeling day-to-day turbulence that impacts business. Customers want access from more touchpoints than ever and organizations are striving to meet customer demands while keeping customer data secure — all while remaining profitable.
The only unfailing constant is that people expect excellent customer experiences wherever they interact with your brand. This report unpacks a powerful CX trifecta: first-party data strategy, content, and composable technology.
Starting by using customer data responsibly, we explore the crucial balance between the content that organizations deliver and the technologies that put content in front of customers — wherever they want it.
For our new e-book “Create Engaging Customer Experiences. Launch Faster.” we worked with Vanson Bourne to collect the views of 2,000 consumers and 200 marketers in the United States and United Kingdom.