Activating the CX Ecosystem with Systems of Insight: A Spotlight on Media

Excellent customer experience (CX) boosts a business’ revenue and profitability. However, most companies fail to engineer a holistic CX ecosystem and therefore, lack the agility and creativity needed to build genuinely valuable customer experiences.

In this whitepaper, Criticaleye Partner, Cognizant, follows up their research on CX in the media industry. This research demonstrates the progress media companies have made in harnessing insights and delivering excellent customer experiences.

Key findings include:

• Only a third of respondents are building roadmaps to serve evolving customer needs for the future.
• Companies that invest budget, time and effort into CX ecosystems are seeing improvements in revenue, customer loyalty and retention.
• Based on Forrester's CX enablement maturity model, over half (61 percent) of media respondents reported their companies having a medium level of maturity.