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In a survey of customer experience and customer contact decision makers from over 200 UK organizations, this report reveals the latest strategies, practices, technologies, and plans that big brands are using to enhance their CX. The report also contains information from survey of 1,000 UK consumers to judge whether organizations’ CX focus and investments are being put into the areas which consumers actually value most.
In this report, you’ll learn about a wide range of CX-related topics. It covers the latest technology and automation, the role of analytics and success metrics, how to build good ownership and governance, how CX programs can be improved, consumer preferences, omnichannel engagement, employee engagement, and of course the future of CX. If your organization wants to improve its contact with customers, you can’t afford to miss this report.