As customer demands are becoming increasingly complex, it’s no secret that companies are implementing new technologies to improve the customer experience (CX). Consumers expect anytime-anywhere access and seamless, intuitive experiences when they interact with brands and businesses—whether via mobile, online, over the phone or in person. If these rising expectations aren’t met, consumers are more willing—and more able—than ever to switch allegiances.
Recognising the power of the modern consumer, businesses are increasingly adopting a customer-centric approach. In fact, most UK organisations list CX as a top three important factor for remaining competitive.
In 2018 Contact Babel UK CX Decision-Makers' Guide, Contact Babel surveyed 246 senior CX and contact centre professionals to learn more about their CX initiatives. They also surveyed 1,000 UK consumers in order to understand their attitudes toward those CX programs. This comprehensive research provides an overview of the state of CX today in organisations across the UK.
Read the report to learn:
You’ll also receive a benchmarking study so you can see how your organisation stacks up when it comes to CX.