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Acquia

Customer Experience Trends Report

September 2023
Research parameters
Topic:
Digital customer experience
Countries:
UK,US, Australia
No. of interviews:
3,300
Methodology:
Quantitative
Respondent profile:
Marketing decision makers and consumers

Brief

Following previously successful projects with Vanson Bourne, Acquia, a software-as-a-service provider, wanted to understand more about marketing technologies and the digital customer experience. The results would be used to aid their internal understanding, as well as helping to aid demand generation in each of their key country markets.

Solution

Vanson Bourne conducted an international quantitative study of marketing decision makers to understand their approaches towards marketing technologies. We also interviewed consumers, to understand their frustrations with digital customer experiences.

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Outcome

Acquia used the research to create a series of e-books for their major country markets, helping to drive brand awareness and thought leadership across their geographical footprint.

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Key findings

83%
of marketers say their organization is under pressure to deliver marketing content differently to ensure they stand out when representing their offerings to customers and prospects
46%
of marketers plan to invest in AI for content creation next year
43%
of marketers say working effectively with other internal teams to create digital experiences is one of their organization's biggest martech or digital experience challenges
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Research Director
Senior Research Executive