The State of Customer Experience

A benchmarking study based on surveys of consumers and customer experience (CX) decision-makers. This third edition, “A new paradigm: Personalized, empathetic experiences at scale,” uncovers how rapidly shifting customer preferences and declining satisfaction with digital channels are creating mounting business risks for organizations worldwide. In surveying CX Leaders, the report discovers profound challenges in digital transformation strategy and execution, and shares a powerful roadmap for delivering empathetic experiences at scale.

Report highlights include:

• Consumers: Rising expectations put loyalty at risk
• Digital transformation: A critical lack of progress
• CX strategies: People take centre stage
• The tech stack: Powering growth and agility
• The path forward: Experience orchestration delivers empathy at scale.