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SAS | The Power to Know White Paper DELIVERING EXPERIENCES THAT WIN BUSINESS AND BUILD LOYALTY CX Champions Share Their Strategies -------------------------------------------------------------------------------- Organizations are increasing their investments in technologies that can boost customer experience (CX). However, achieving a payoff from these technology investments — in terms of both customer experience and financial returns — remains a work in progress. MIT SMR Connections, with sponsorship from SAS, surveyed more than 2,600 business leaders worldwide about how they approach CX. Respondents from a variety of industries rated the CX capabilities of their organizations and shared insights on their CX challenges and investment priorities. Our research indicates that only a small percentage are delivering top-quality experiences. To help business leaders become competitive with their CX offerings and confident about the returns on their CX technology investments, this report delves into the specifics of what distinguishes CX champions from the rest of the pack. First Name Last Name Email Address Organization/Company Job Title Industry Select your industry Agriculture Banking --Commercial Banks --Consumer Credit --Credit Unions --Lenders --Retail Banks Capital Markets Communications --Media --Network Equipment Providers --Telco and Service Providers Education --Higher Education --K-12 Energy and Utilities --Electricity --Mining --Oil and Gas --Water Government --Federal Government --General Government Services --Health and Social Services --Intelligence --International Institutions --Justice and Public Safety --Local Government --National Security --Natural Resources/Environment Regulations --Public Finance and Revenue --Space Research Health Care --Health Insurance --Health Care Providers Insurance --Life Insurance --Property and Casualty Life Sciences --Biotechnology --Clinical Research --Medical Devices --Pharmaceuticals Manufacturing --Aerospace --Automotive --Consumer Packaged Goods --High Tech --Industrial --Process Manufacturing Retail --Apparel/Fashion --E-Commerce --Food Service --General Merchandise --Grocery Services --Casinos --Computer Services --Freight --Hotels --Software Publishing --Sports --Travel Other Country/Region Select your country/region Afghanistan Albania Algeria American Samoa Andorra Angola Anguilla Antarctica Antigua and Barbuda Argentina Armenia Aruba Australia Austria Azerbaijan Bahamas Bahrain Bangladesh Barbados Belarus Belgium Belize Bénin Bermuda Bhutan Bolivia Bosnia-Herzegovina Botswana Bouvet Island Brazil British Indian Ocean Territory Brunei Darussalam Bulgaria Burkina Faso Burundi Cambodia Cameroon Canada Cape-Verde Cayman Islands Central African Republic Chad Chile China Christmas Island Cocos (Keeling) Islands Colombia Comoros Congo Cook Islands Costa Rica Côte d'Ivoire Croatia Cuba Cyprus Czech Republic Denmark Djibouti Dominica Dominican Republic East Timor Ecuador Egypt El Salvador Equatorial Guinea Eritrea Estonia Ethiopia Falkland Islands (Malvinas) Faroe Islands Fiji Finland France French Guiana French Polynesia French Southern Territories Gabon Gambia Georgia Germany Ghana Gibraltar Greece Greenland Grenada Guadeloupe Guam Guatemala Guinea Guinea-Bissau Guyana Haiti Heard Island and McDonald Islands Honduras Hong-Kong Hungary Iceland India Indonesia Iran Iraq Ireland Israel Italy Jamaica Japan Jordan Kazakhstan Kenya Kiribati Kuwait Kyrgyzstan Laos Latvia Lebanon Lesotho Liberia Libya Liechtenstein Lithuania Luxembourg Macau Macedonia, Republic of Madagascar Malawi Malaysia Maldives Mali Malta Marshall Islands Martinique Mauritania Mauritius Mayotte Mexico Micronesia (Federated States of) Moldova Monaco Mongolia Montenegro Montserrat Morocco Mozambique Myanmar Namibia Nauru Nepal Netherlands Netherlands Antilles New Zealand Nicaragua Niger Nigeria Niue Norfolk Island North Korea Northern Mariana Islands Norway Oman Pakistan Palau Panama Papua New Guinea Paraguay Peru Philippines Pitcairn Islands Poland Portugal Puerto Rico Qatar Reunion Romania Russia Rwanda Saint Kitts and Nevis Saint Lucia Saint Vincent and the Grenadines Samoa San Marino Sao Tome and Principe Saudi Arabia Senegal Serbia Seychelles Sierra Leone Singapore Slovakia Slovenia Solomon Islands Somalia South Africa South Georgia and the South Sandwich Islands South Korea Spain Sri Lanka St. Helena St. Pierre and Miquelon Sudan Surinam Svalbard Swaziland Sweden Switzerland Syria Taiwan Tajikistan Tanzania - United Republic of Thailand Togo Tokelau Tonga Trinidad and Tobago Tunisia Turkiye Turkmenistan Turks and Caicos Islands Tuvalu Uganda Ukraine United Arab Emirates United Kingdom United States US Minor Outlying Islands Uruguay Uzbekistan Vanuatu Vatican City Venezuela Vietnam Virgin Islands (British) Virgin Islands (U.S.) Wallis and Futuna Western Sahara Yemen Zambia Zimbabwe Business Phone All personal information will be handled in accordance with the SAS Privacy Statement. Yes, I would like to opt-in to receive occasional emails from SAS Institute Inc. and its affiliates about SAS products and services. Please leave this field blank * Cookieeinstellungen * Terms of Use & Legal Information * Privacy Statement * Copyright © SAS Institute Inc. All Rights Reserved Back to Top Please wait, you are being logged in... We have some recommendations for you