The news: Marketers are bullish about their jobs even though increased demands and limited resources make it harder to meet rising customer expectations, according to Salesforce’s State of Marketing report.
Customer experience teams feel pinch: Resource shortages are particularly being felt with customer experience (CX) teams, noted our recent Spotlight report. Over 80% of CX leaders planned to outsource to agencies and consultants this year, according to January 2022 research from Telus International and Pulse.
Looking ahead: Consultancies and agencies have an opportunity to assist companies in building customer-centric cultures and increasing revenue and productivity in 2023. They can also provide much-needed analytics that offer clients insight into customer personas.
Go further: For more on customer experience priorities and best practices on contracting with agencies and consultancies, check out our Spotlight: A Guide to CX Agencies and Consultancies.