Customer Experience Landscape: A State of the Industry Report, Shaped by Industry Feedback

Loyalty360 is once again setting out to evaluate the marketing landscape as it relates to customer experience. The 2016 CX Landscape report will represent the full spectrum of customer size, scope and industry, giving a complete view of the market today. 

Customer Experience is more than just a buzz word - it's a critical leg of the customer loyalty journey. The Customer Experience Landscape is an honest and unbiased assessment of the CX strategies in the market today. Building on the insights uncovered in the 2015 report and incorporating feedback from Loyalty360 members, this year's study will explore year-over-year shifts in strategic direction, investment, business impact, channel strategy and more. By participating in this research, you’ll gain business intelligence on CX budgets, metrics, performance benchmarks, challenges and innovations.

Brand respondents will receive a free summary of the CX Landscape report.

Click here to participate in the 2016 CX Landscape Survey 

2015 Customer Experience Landscape

The 2015 CX Landscape report is now available! Click the button at the bottom of the page to download the full report.

As customer experience continues to evolve and advance, Loyalty360, the definitive voice of loyalty marketing, has chosen to again assess the current and future landscapes. The CX Landscape online survey polled more than 150 brands, representing companies of various sizes and a broad spectrum of industries, from September 16 – October 27, 2015. The study evaluated CX budgets, definitions and scope, as well as metrics, performance, techniques, tools and challenges.

Key findings of the 2015 study include:

The definition of customer experience continues to evolve and grow.

Budgets for customer experiences are on the rise year-over-year.

Customer insights are playing a big role in customer experience strategies and programs, yet brands are still struggling to effectively turn insight into action.

Brands say the biggest challenges to customer experience are internal, rather than competitor or customer-driven challenges.

The study revealed a need for standard metrics and benchmarks to help brands understand what’s working, what’s not and how CX efforts can help meet overall business goals.

To access the full report, click “Add to Cart” below.

Purchase Customer Experience Landscape Report

Purchase Customer Experience Landscape Report

Your Customer Experience Landscape Report subscription will be emailed to the address associated with your user profile at time of purchase. If you would like to update your email address please email

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Do you feel there is a lack of competitive benchmarks, technology metrics, objective technology assessments, or shared industry terminology that hinders your ability to effectively implement CX efforts?