Download Isobar Creative Experience Survey 2020 here.
The survey discovered that 64% of CMOs have “completely or moderately” changed their CX strategy in response to the Covid-19 crisis, with 1 in 5 having ‘completely’ changed their approach. Among those CMOs who have changed their strategy, investment in innovative new products and services is the most popular strategy among businesses of every size and scale, adopted by 45% of all CMOs, and 49% of CMOs of larger organisations.
The report argues that we are witnessing the continued rise of ‘Creative Experience’, a new approach to customer experience focused not only on eliminating friction but on engineering delight and building differentiation. It describes the first wave of ‘Customer Experience’ or ‘CX’ as focussing heavily on removing friction and eliminating pain points, emphasising that in a one-click (or no click) world, brands risk becoming increasingly indistinct - and increasingly invisible.
Further insights reveal:
Deep dive insights into Innovation strategies show:
Authored by Isobar’s global teams of creative and innovation experts, the report is specifically designed to provide insight into the strategic direction of the marketing industry today and identify the key tools and technologies required for distinctive and delightful experiences of tomorrow.