Global research report

The State of Customer Experience

Almost half of organisations can’t keep pace with shifting customer expectations. But what do consumers want? And what big bets should organisations make to stay ahead of the competition?

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29%

of customers switched brands in the past year due to negative interactions

Is loyalty dead? Find out how AI is streamlining contact centres and driving customer satisfaction.

11%

of organisations offer truly omnichannel experiences today

Find out which gaps in the customer digital journey are the most frustrating.

57%

of CX leaders are aligned around one tech priority

Learn how they’re rethinking the technology stack – and why you should, too.

47%

of organisations do little or nothing to reduce employee effort

Learn how to improve employee experience — and why it has emerged as the #1 priority.