“The 2023-24 UK Customer Experience Decision-Makers’ Guide” is based on research with 209 UK organisations and 1,000+ interviews with UK consumers. 

 

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Report Contents

 

How Do Organisations Compete?

 

CX Budget, ROI & Investment

  • Main Aims of the CX Improvement Programme
  • CX Investment: People, Process, Technology
  • CX Investment: Channel Focus
  • Corporate Support for the CX Programme

Technology

  • Current and Future Use of Customer Contact Technology
  • Effect of Technology on the Customer Experience
  • The Role of Analytics in CX
  • Current and Expected Usage of Video
  • Remote & Hybrid Working

What Does CX Mean to a Customer?

  • The View from the Business
  • The View from the Customer
  • What Do Customers Want & Get from an Organisation?
  • First-Contact Resolution Rates, Wait Times & CX

Omnichannel and the Customer Experience

  • Live or Automation?
  • Channels of Choice: High Emotion
  • Channels of Choice: High Urgency
  • Channels of Choice: High Complexity

CX Benchmarking Methods – Use and Effectiveness

 

CX Developments & Future Strategy

 

 

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