The status quo of customer experience in Germany was examined as part of an IDG study . Not surprisingly, the larger the company, the greater the likelihood that the company has a CX contact person at all. As expected, small and medium-sized companies have a hard time. No, it is not the marketing department that wears the CX hat: half of those responsible for CX are IT managers. In fact, the marketing department was only named as responsible once out of 326 respondents in the study.
Customer Experience
Now you may be asking yourself: What now? Customer experience was the most popular buzzword in recent months? And CX has almost become standard equipment for German agencies? It is worth taking a more differentiated look laos telegram data here: After all, there is a clear difference between talking about customer centricity at the company level and thus a complete reorientation and rebuilding and changing the communication about existing products and services.
The fact that marketing was mentioned so rarely in the IDG study may be due to the fact that the study was carried out together with the IT-related magazine Computerwoche. At the same time, however, it also reflects reality. Hardly any German company has a marketing manager on its board - and this means that their effectiveness is limited.