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Our 3rd annual CX Challenges Report in 2021 this year of COVID hope and recovery​

The discipline of CX comprises the approaches, frameworks, methods, techniques and tools of delivering attention getting and loyalty building and maintaining ‘Digital First But Not Digital Only Multichannel Digital Experiences’.

19 years into the modern CX movement it has become increasingly a mainstream, mandatory discipline. We now have a direct line between CX performance and business performance of revenue, profitability, market share, competitive positioning and business valuation supported by global thought leaders like Harvard Business School, McKinsey and Forrester Research.

This is the outcome of our 3rd annual CX Challenges survey here in 2021 this year of COVID hope and recovery headed to 2022 the year of normalcy (we hope)

Download the report for more information on our findings:

  • We increased from 21 challenges in 2020 to 32+ this year.
  • CX Culture and Customer Understanding were the top 2 again
  • Great CX, Customer Care focused CX and EX all entered our top 10 for the first time
  • We asked our CX panel of experts to add some thought starters for the top 10
  • And we removed most of the graphics and just focused on the meat. Apparently people produce their own and  no matter what we did you always asked for different ones. So ask us for what you need.
  • 3X as many people participated this year so thank you

 

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