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The Customer Experience Decision-Makers' Guide 2018

Despite the prevalence of telephony, the majority of customer experience investment is going into digital channels.

Contact Babel business and consumer research reveals that while improving the Customer Experience (CX) is high on the agenda for many organisations, many are still a long way from where they want to be.

The key findings of this report mirrors West’s recent business research involving contact centre leaders The State of CX and consumer research Customer Engagement: The Road to 2020:

  • CX technology is under-supported and does not give a single view of customers across channels
  • Many businesses report being held back by the restrictions of legacy technology and inadequate budgets
  • Technology is not the only roadblock to CX: organisational inertia and a lack of time and resource for CX improvements were seen as being almost as important

Download the CX Decision-Makers’ Guide 2018, to learn about the various strategies for maximizing Customer Experience while improving profitability and managing costs.

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PDF icon UK-CX-DMG-WEST-v7.pdf