The UK Customer Experience Decision-Makers’ Guide 2023-24

The “UK Customer Experience Decision-Makers’ Guide (2023-24 – 6th edition)” is a major annual report studying the CX strategy, performance, operations and technology aspects of UK organisations.

Taking a random sample of the industry, a detailed structured questionnaire was answered by 209 senior CX and customer contact professionals between June and August  2023.  Analysis of the results was carried out in August 2023.

Additionally, a survey of 1,000 UK consumers was carried out in June 2023 in order to understand their attitudes to elements of businesses’ CX programs and what they understand a positive customer experience to be.

Third-party White Papers, case studies and thought leadership pieces are also referenced to assist readers who may wish to look more in-depth at specific areas or to gain another viewpoint.

Download your copy here.