{"id":6232,"date":"2022-10-19T17:39:10","date_gmt":"2022-10-19T17:39:10","guid":{"rendered":"https:\/\/zenloop1.wpengine.com\/en\/?p=6232"},"modified":"2025-07-08T14:23:17","modified_gmt":"2025-07-08T14:23:17","slug":"cx-study-highlights","status":"publish","type":"post","link":"https:\/\/www.zenloop.com\/en\/blog\/cx-study-highlights\/","title":{"rendered":"CX Action Management Study: 10 Key Highlights and Results"},"content":{"rendered":"<section         class=\"block-hero  no-margin padding-both\" style=\"background-image:url('');\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\n\t\t<div class=\"grid \" style=\"grid-template-columns:1fr 1fr\">\n\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h1>CX Action Management Study Part 1<\/h1>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h4>10 Key Highlights and Results<\/h4>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"small-text\">How effective are companies in converting customer insights into action and triggering initiatives to improve customer experience, products, processes, and services? Action Management pioneers zenloop studied and surveyed a global community of CX professionals and customer-centric organizations to find out.<\/p>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"col flex-center image-side \">\n\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"515\" height=\"314\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221020-zenloop-Article-AM-Study-Action-Header.svg\" class=\"attachment-full size-full\" alt=\"Laptop with rocket\" \/>\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n<\/section>\n\n<section         class=\"block-blog-section  no-margin padding-both\" style=\"background-image:url('');color:#02193c;\" id=\"\"\n>\n\t\t<div class=\"container\" id=\"TheCXActionGapandActionManagement\">\n\t\t<h2 class=\"section-title\">The CX Action Gap and Action Management<\/h2>\n\t\t\t\t\t\t\t\t<div class=\"grid\" style=\"grid-template-columns:\t2fr 1fr\">\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<p>Customer experience management, as we know it, is broken. Caused by a disconnect between customer thoughts and company actions &#8211; a challenge now commonly known as the <a href=\"https:\/\/www.zenloop.com\/en\/blog\/action-gap\/\" target=\"_blank\" rel=\"noopener\">Action Gap<\/a>. In short, companies are struggling to translate customer feedback into actionable measures and close the loop with their customers.<\/p>\n<p><a href=\"https:\/\/zenloop1.wpengine.com\/\" target=\"_blank\" rel=\"noopener\">zenloop<\/a> is the first company to address this new challenge by developing an Action Management System that allows companies to approach their Customer Experience from a different angle.<\/p>\n<p>To assist in developing this new system, we needed to validate our hypotheses regarding the Action Gap by conducting interviews with experts, analysts, and CX leaders in different organizations as well as performing an extensive Action Management research study.<\/p>\n\n\t\t\t\t\t\n\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-6288\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221020-zenloop-Article-AM-Study-Action-Gap.svg\" alt=\"action gap\" width=\"430\" height=\"288\" \/><\/p>\n\n\t\t\t\t\t\n\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<div class=\"blog-sub-section\" id=\"CXStudyPurpose\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"section-title\">CX Study Purpose<\/h3>\n\t\t\t\t<div class=\"grid\" style=\"grid-template-columns:\t2fr 1fr\">\t\t\t\t\t\t\t\n\t\t\t\t\t<div class=\"col \">\n\t\t\t\t\t\t<p>The purpose of the study was to link Action Management with specific internal processes at companies that collect customer data. We wanted to measure how effective and fast companies of different sizes are when reacting to customer feedback.<\/p>\n<p>To give an adequate overview of the hurdles companies face when improving processes, products, or services based on customer data, this study focused on the following topics:<\/p>\n<ul>\n<li>How reactive companies are to customer feedback<\/li>\n<li>How companies collect and manage insights<\/li>\n<li>What the main obstacles of customer-driven actions are<\/li>\n<\/ul>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<div class=\"blog-sub-section\" id=\"CXStudyParticipants\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"section-title\">CX Study Participants<\/h3>\n\t\t\t\t<div class=\"grid\" style=\"grid-template-columns:\t2fr 1fr\">\t\t\t\t\t\t\t\n\t\t\t\t\t<div class=\"col \">\n\t\t\t\t\t\t<p>For our study, we reached out to 350 CX professionals from 25 countries, working in 24 different industries for companies of all sizes &#8211; from micro-entities with less than 150 employees to large corporations with over 50,000 employees. Every participant in this study works directly or indirectly within units responsible for customer experience management.<span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 40px;border-top-width:0px;border-bottom-width:0px;\"><\/span><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-6451\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221020-zenloop-Article-AM-Study-Action-Participants-1.jpg\" alt=\"\" width=\"600\" height=\"149\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221020-zenloop-Article-AM-Study-Action-Participants-1.jpg 1092w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221020-zenloop-Article-AM-Study-Action-Participants-1-300x75.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221020-zenloop-Article-AM-Study-Action-Participants-1-1024x255.jpg 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221020-zenloop-Article-AM-Study-Action-Participants-1-768x191.jpg 768w\" sizes=\"auto, (max-width: 600px) 100vw, 600px\" \/><\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<div class=\"blog-sub-section\" id=\"TheCompleteCXActionManagementStudy\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"section-title\">The Complete CX Action Management Study<\/h3>\n\t\t\t\t<div class=\"grid\" style=\"grid-template-columns:\t2fr 1fr\">\t\t\t\t\t\t\t\n\t\t\t\t\t<div class=\"col \">\n\t\t\t\t\t\t<p>Although this article powerfully summarizes the results, highlights, and key takeaways of our research, it is still a condensed version of the incredibly insightful and in-depth full 84-page study. So to dig even deeper, we recommend you <a href=\"https:\/\/www.zenloop.com\/en\/resources\/whitepaper\/action-management-study\/\" target=\"_blank\" rel=\"noopener\">read the complete Action Management Study<\/a>.<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin padding-both\" style=\"background-color:#ecedef;color:#02193c;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\t2fr 1fr\">\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<h2>10 Key Highlights From the Study<span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span><\/h2>\n<p>zenloop\u2019s Action Management Study addresses the current issues many companies encounter with their customer experience efforts to try and present a clear picture of the current status quo. Here are ten key findings from our extensive study:<\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin padding-both\" style=\"background-color:#ffffff;color:#02193c;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\trepeat( 2, 1fr)\">\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-6463\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-1.jpg\" alt=\"Chart Collecting Customer Feedback\" width=\"1080\" height=\"798\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-1.jpg 1080w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-1-300x222.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-1-1024x757.jpg 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-1-768x567.jpg 768w\" sizes=\"auto, (max-width: 1080px) 100vw, 1080px\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<h3>1. Over Half of Businesses Fail at Collecting Customer Feedback<\/h3>\n<p>Many businesses are still struggling with the basics of CX, namely the first step &#8211; <a href=\"https:\/\/www.zenloop.com\/en\/benefits\/collect-customer-insights\/\" target=\"_blank\" rel=\"noopener\">collecting customer feedback<\/a>.<\/p>\n<p>The CX study indicated that <strong>53% of companies are not gathering customer feedback<\/strong> throughout the entire user journey &#8211; or struggle to collect meaningful information that they can turn into actionable insights.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin padding-both\" style=\"background-color:#ecedef;color:#02193c;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\trepeat( 2, 1fr)\">\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<h3>2. Only 9% Excel at Turning Customer Feedback into Insights<\/h3>\n<p>Companies are slowly tackling the challenge of turning customer information into actionable insights &#8211; but only a few are doing it well and focusing on <a href=\"https:\/\/www.zenloop.com\/en\/benefits\/continuous-innovation\/\" target=\"_blank\" rel=\"noopener\">key opportunities to maximize customer lifetime value<\/a>.<\/p>\n<p><strong>One in ten companies claim they are excellent at deriving valuable insights from customer data.<\/strong> And only 20% of businesses mentioned that customer feedback is a key driver for internal initiatives and improvements.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-6475\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-2a.jpg\" alt=\"Chart Deriving insights from Data\" width=\"1080\" height=\"798\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-2a.jpg 1080w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-2a-300x222.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-2a-1024x757.jpg 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-2a-768x567.jpg 768w\" sizes=\"auto, (max-width: 1080px) 100vw, 1080px\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin padding-both\" style=\"background-color:#ffffff;color:#02193c;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\trepeat( 2, 1fr)\">\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-6478\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-3b.jpg\" alt=\"Chart Triggering Internal Innovation\" width=\"1080\" height=\"798\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-3b.jpg 1080w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-3b-300x222.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-3b-1024x757.jpg 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-3b-768x567.jpg 768w\" sizes=\"auto, (max-width: 1080px) 100vw, 1080px\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<h3>3. Only 25% of Organizations Translate Customer Insights Into Actions<\/h3>\n<p>Plenty of companies are able to collect feedback and insights but then struggle to overcome the Action Gap &#8211; turning learnings into actions that improve products, processes, and services.<\/p>\n<p>Just <strong>one-quarter of CX professionals<\/strong> think their company has <strong>mastered the challenge of translating customer insights into internal innovation<\/strong>.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin padding-both\" style=\"background-color:#ecedef;color:#02193c;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\trepeat( 2, 1fr)\">\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<h3>4. Only 20% of Brands Say They Are Good at Winning Back Customers<\/h3>\n<p><a href=\"https:\/\/www.zenloop.com\/en\/benefits\/customer-centricity\/\" target=\"_blank\" rel=\"noopener\">Retaining and winning back dissatisfied customers<\/a> is a significant pain point for most businesses. However, they perform slightly better in identifying happy customers and potential fans &#8211; involving them in advocacy programs, and <a href=\"https:\/\/www.zenloop.com\/en\/blog\/improve-online-ratings\/\" target=\"_blank\" rel=\"noopener\">improving online ratings<\/a>.<\/p>\n<p>The Action Management Study revealed that just <strong>one-fifth of companies win back unhappy customers<\/strong> successfully &#8211; and <strong>only one-third are leveraging promoters and fans to boost referrals and advocacy.<\/strong><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-6479\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-4.jpg\" alt=\"Chart Winning back unhappy customersWinning back unhappy customers\" width=\"1080\" height=\"798\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-4.jpg 1080w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-4-300x222.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-4-1024x757.jpg 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-4-768x567.jpg 768w\" sizes=\"auto, (max-width: 1080px) 100vw, 1080px\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin padding-both\" style=\"background-color:#ffffff;color:#02193c;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\trepeat( 2, 1fr)\">\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-6487\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-5.jpg\" alt=\"Chart nforming customers after launching innovative initiatives\" width=\"1080\" height=\"798\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-5.jpg 1080w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-5-300x222.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-5-1024x757.jpg 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-5-768x567.jpg 768w\" sizes=\"auto, (max-width: 1080px) 100vw, 1080px\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<h3>5. 60% of Companies Are So-So at \u2018Closing the Loop\u2019 With Customers<\/h3>\n<p><strong>Informing customers about new initiatives<\/strong> based on their feedback, known as <a href=\"https:\/\/www.zenloop.com\/en\/benefits\/brand-advocacy\/\" target=\"_blank\" rel=\"noopener\">Closing the Loop<\/a>, is a challenge that only <strong>one-third of businesses are able to strategize.<\/strong><\/p>\n<p>60% of companies say they&#8217;re &#8220;somewhat good&#8221; at informing customers on new initiatives, although another study by iAdvize shows that only 8% of customers agree.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin padding-both\" style=\"background-color:#ecedef;color:#02193c;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\trepeat( 2, 1fr)\">\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<h3>6. Companies Agree That Feedback Impacts Decision-Making Processes<\/h3>\n<p>Most companies surveyed agree that customer feedback greatly influences their decision-making toward improving products, services, and processes.<\/p>\n<p><strong>70% of companies see a strong link between customer feedback data and innovation.<\/strong><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-6489\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-6.jpg\" alt=\"Chart Driving meaningful ainnovation means taking into account customer feedback\" width=\"1080\" height=\"798\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-6.jpg 1080w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-6-300x222.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-6-1024x757.jpg 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-6-768x567.jpg 768w\" sizes=\"auto, (max-width: 1080px) 100vw, 1080px\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin padding-both\" style=\"background-color:#ffffff;color:#02193c;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\trepeat( 2, 1fr)\">\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-6490\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-7.jpg\" alt=\"Chart adapting our product_services based on customer feedback.\" width=\"1080\" height=\"798\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-7.jpg 1080w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-7-300x222.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-7-1024x757.jpg 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-7-768x567.jpg 768w\" sizes=\"auto, (max-width: 1080px) 100vw, 1080px\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<h3>7. Only 6% of Companies Quickly Turn Feedback Into Product Improvements<\/h3>\n<p>Transforming customer insights into product-improving initiatives can be difficult enough without the right know-how and tools to <a href=\"https:\/\/www.zenloop.com\/en\/platform\/innovation-management\/\" target=\"_blank\" rel=\"noopener\">effectively drive change and innovate<\/a> &#8211; but to do it quickly is a mountainous task for many organizations.<\/p>\n<p>A case in point is that a mere <strong>6% of businesses say they\u2019re fast at converting customer feedback into improvements<\/strong> and initiatives. Not only that, a further <strong>5% fail to turn customer insights into forwarding actions at all.<\/strong><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin padding-both\" style=\"background-color:#ecedef;color:#02193c;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\trepeat( 2, 1fr)\">\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<h3>8. 60% of Brands Are Not Great at Utilising Feedback to Adapt Products and Processes<\/h3>\n<p>Regarding change processes, we invited companies to rate their proficiency in adjusting existing practices based on customer feedback.<\/p>\n<p><strong>21% of companies ranked their ability to change as poor or very poor<\/strong> \u2013 and four out of ten respondents said their performance in this area was satisfactory. This is a particularly thorny subject for larger companies, who lag behind in this area.<\/p>\n<p>&nbsp;<\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-6568\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-8a.jpg\" alt=\"Chart adapt products_services and processes based on customer insights A\" width=\"1080\" height=\"874\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-8a.jpg 1080w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-8a-300x243.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-8a-1024x829.jpg 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-8a-768x622.jpg 768w\" sizes=\"auto, (max-width: 1080px) 100vw, 1080px\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin padding-both\" style=\"background-color:#ffffff;color:#02193c;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\trepeat( 2, 1fr)\">\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-6567\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-9.jpg\" alt=\"Chart adapt products_services and processes based on customer insights B\" width=\"1080\" height=\"874\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-9.jpg 1080w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-9-300x243.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-9-1024x829.jpg 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-9-768x622.jpg 768w\" sizes=\"auto, (max-width: 1080px) 100vw, 1080px\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<h3>9. Almost 40% of Companies Are Good at Using Feedback to Adjust Products and Processes<\/h3>\n<p>Leveraging feedback to transform existing processes, modify services, and adapt product characteristics is seemingly a successful task for medium-sized businesses &#8211; who are much more agile than their larger counterparts.<\/p>\n<p>Almost <strong>40% of respondents mentioned that their company is good or very good<\/strong><br \/>\n<strong>at adapting products and existing processes<\/strong> &#8211; and 9% gave themselves a perfect score, indicating outstanding performance.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin padding-both\" style=\"background-color:#ecedef;color:#02193c;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\trepeat( 2, 1fr)\">\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<h3>10. Nine in Ten Companies Agree That Action Management Platforms Can Help Turn Insights Into Initiatives<\/h3>\n<p>The role of software applications in CX is viewed as necessary across the board, with only 11% of companies unsure of the effectiveness of customer experience platforms.<\/p>\n<p>in contrast, <strong>60% of companies say that an Action Management Platform like <a href=\"https:\/\/www.zenloop.com\/en\/request-demo\/\" target=\"_blank\" rel=\"noopener\">zenloop<\/a><\/strong> can successfully support the process of turning customer insights into cross-functional projects.<\/p>\n<p>In addition, <strong>30% believe these platforms can support their efforts to drive internal and trigger automation<\/strong> &#8211; transforming one-to-many communications into automated and personalized one-to-one conversations with customers<\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-6494\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-10.jpg\" alt=\"Chart Intelligent software can support the process of turning insights into actual projects\" width=\"1080\" height=\"798\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-10.jpg 1080w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-10-300x222.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-10-1024x757.jpg 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/10\/221024-zenloop-Article-AM-Study-Action-10-768x567.jpg 768w\" sizes=\"auto, (max-width: 1080px) 100vw, 1080px\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin padding-both\" style=\"background-image:url('');\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\t2fr 1fr\">\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<h2>In Summary: Action Management Study Results<\/h2>\n<p>In general, the companies surveyed as part of the <a href=\"https:\/\/zn-lp.com\/AMStudy\" target=\"_blank\" rel=\"noopener\">CX Action Management Study<\/a> are relatively ok at identifying issues that impact their CX. Still, they fail badly when translating insights into actual projects and workflows (the Action Gap).<\/p>\n<h3>An undeniable link between competitiveness and Action Management<\/h3>\n<p>A key takeaway from the study is that <strong>95% of the participants agree that converting customer feedback into action<\/strong> is the best way for <strong>companies to remain competitive<\/strong>.<\/p>\n<p><strong>Winners in the digital economy<\/strong> will be the organizations that <strong>use Action Management frameworks<\/strong> designed to <strong>successfully translate customer information into action plans<\/strong> that improve products, processes, and services &#8211; delighting customers along the way and turning them into loyal fans.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin padding-top\" style=\"background-color:#ecedef;color:#02193c;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\t7fr 5fr\">\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<h2>Want to utilize Action Management for your business?<\/h2>\n<p><span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 40px;border-top-width:0px;border-bottom-width:0px;\"><\/span><br \/>\n<a class=\"button\" href=\"\/en\/request-demo\">Tell Me More<\/a><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-2352\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/person-1-300x271.jpeg\" alt=\"person_with_grey_background\" width=\"470\" height=\"424\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/person-1-300x271.jpeg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/person-1-768x693.jpeg 768w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/person-1.jpeg 940w\" sizes=\"auto, (max-width: 470px) 100vw, 470px\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>","protected":false},"excerpt":{"rendered":"<p>Improve Google Ratings and Brand Perception significantly<\/p>\n","protected":false},"author":12,"featured_media":6577,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"two-col-blog.php","format":"standard","meta":{"_acf_changed":true,"inline_featured_image":false,"footnotes":""},"categories":[21],"tags":[],"class_list":["post-6232","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v21.6 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>CX Action Management Study: 10 Key Highlights<\/title>\n<meta name=\"description\" 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