White Paper & Reports

The US Customer Experience Decision-Makers' Guide

2019-2020

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Customer Experience (CX) has become one of the biggest areas of effort for companies in the past few years.

Finely crafted customer experiences can lead to indefinite customer retention, cross-sell/upsell opportunities and reduce overall customer churn and associated costs. No area knows this effort of keeping a stellar CX better than the contact center.

Along with rapidly changing CX strategies, companies are increasingly turning to technologies to empower their contact center agents, define and replicate best practices and find impactful trends in their customer bases.

A recent survey of 219 senior CX and customer contact professionals uncovers top priorities in handling the ever-changing CX environment for 2019-2020.

Download the US Customer Experience Decision-Makers' Guide 2019-20 to learn more about:

  • Currently seen trends and future uses of customer contact technologies
  • The top 3 most important factors to a customer when contacting an organization
  • How respondents think inbound channels will change their contact centers in the next 12 months
  • What the top areas of CX investment are for companies of differing revenues