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The aim of this survey was not only to get a sense of the current state of the CX nation, but to understand how Customer Experience professionals feel about their own programmes. From the barriers preventing progress, to what they are most proud of – and what they would do with a CX magic wand.

In this report, we have tried to identify what the most successful companies are doing, what we can learn from them, and what you need to do to deliver similar results.

The findings show there are four key focus areas that people need to consider, and these are exemplified by some of the responses we received to the question “What would you wish for if you had a CX magic wand?”.