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Customer experience represents the single most exciting opportunity for businesses this year, according to our 2014 Digital Trends Briefing

Mobile comes a close second, and this forms a big part of providing an excellent customer experience as more and more people access sites and services on their phones. 

This infographic presents some of the key findings from our Trends Briefing, which is produced in partnership with Adobe and based on a survey of more than 2,500 marketers. 

Graham Charlton

Published 12 February, 2014 by Graham Charlton

Graham Charlton is the former Editor-in-Chief at Econsultancy. Follow him on Twitter or connect via Linkedin or Google+

2565 more posts from this author

Comments (1)

Alon Even

Alon Even, VP Marketing at Appsee

Great infographic!

I'd like to stress the importance of measuring, understanding and improving the customer experience you deliver on your website and especially on your mobile app/web.
The big question is how you do it. In this case, I recommend to use visual analytics tools that can help you see how users interact with your app or website, what problems they experience and how to fix them (as oppose to traditional analytics tools).
visual analytics tools include heatmaps and.user recordings, and using these features will help you optimize the customer experience.
I came across Inspectlet (www.inspectlet.com) which provides visual analyitcs for websites and Appsee (www.appsee.com) for mobile apps.

about 2 years ago

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