The research, which involved 3,900 respondents in product, marketing, design and research roles across industries, explored how companies approach customer experience (CX) and conduct CX research.
The top reason for firms conducting customer experience research is understanding customers and their needs, according to 63% of respondents, followed by usability testing of websites (?57%). Fifty-two per cent of respondents say they currently conduct user research on online and offline customer journeys, followed by product usability (?51%), prototypes (?48%), apps (?46%) and competitors (?42%). Around a third say they use it to test reactions to marketing content (?31%).
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