ContactBabel Report

The UK Customer Experience Decision-Makers’ Guide 2024-25

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The “UK Customer Experience Decision-Makers’ Guide (2024-25 – 7th edition)” is a major annual report studying the CX strategy, performance, operations and technology aspects of UK organisations.

Taking a random sample of the industry, a detailed structured questionnaire was answered by 212 senior CX and customer contact professionals between June and September 2024. Analysis of the results was carried out in September 2024.

Additionally, a survey of 1,000 UK consumers was carried out in June 2024 in order to understand their attitudes to elements of businesses’ CX programs and what they understand a positive customer experience to be.

Third-party White Papers, case studies and thought leadership pieces are also referenced to assist readers who may wish to look more in-depth at specific areas or to gain another viewpoint.

Download your copy here.

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Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.