The objective of Track.co’s CX Trends is to map the behavior of companies in the customer journey
Faced with a scenario in which the customer experience has become a key part of a company, the startup Track.co revealed that most companies have been concerned about the opinion of their customers.
According to the survey, 63.3% of the companies focus on the User Experience area, which monitors, plans and conducts the user’s experience with a product or service. In second place, the Product Experience corresponds to 44.6% of the institutions that also work in this area in a more incisive way.
The results were presented through the startup’s annual study, CX Trends, whose objective is to map the behavior of companies in the face of the customer journey.
“It is possible to say that, in the face of so many changes in consumer behavior, companies have understood that they need to follow the customer’s journey even after the purchase is completed”, explains Tomás Duarte, CEO and co-founder of Track.co. in brand experience is due to the fact that the satisfied customer already fulfills this role”, adds the executive.
The survey also revealed that the interest in professionalization in Customer Experience, especially in the area of Analytics, focused on CX and CRM, showed an increase.
“According to a complete analysis of consumer sentiment, collected in satisfaction surveys, such as the famous NPS, it is possible to devise strategies that change the company’s posture in the face of customer pain. This is the only way to use CX to its full potential to leverage any business,” he said.
