Global research report
The State of Customer Experience
Almost half of organisations can’t keep pace with shifting customer expectations. But what do consumers want? And what big bets should organisations make to stay ahead of the competition?
33% of customers switched brands in the past year due to negative interactions
Is loyalty dead? Find out how AI is streamlining contact centres and driving customer satisfaction.
13% of organisations offer truly omnichannel experiences today
Find out which gaps in the customer digital journey are the most frustrating.
71% of CX leaders are aligned around one tech priority
Learn how they’re rethinking the technology stack – and why you should, too.
48% of organizations do little or nothing to reduce employee effort
Learn how to improve employee experience — and why it has emerged as the #1 priority.
