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Knowledge - Insights: Surveys

Time for a Revolution: How to Beat the CX Slump

Has customer experience stalled? There are certainly indicators that suggest as much. Consumers question whether businesses are really taking their feedback seriously – with just 11% believing that to be the case. Meanwhile a rather weak 12% of people feel that brands have made significant improvements to the customer experience in recent years1. The Forrester US Customer Experience (CX) Index, 20192 shows that most brands are only achieving the dizzy heights of “ok” at the moment. In our survey we asked our audience whether they felt they needed evolution or revolution in the coming year. Most think that an evolutionary approach is right for them, but close to a quarter of our audience are ready for a revolution. Bring it on!

The State of CX in 2018: The Five Habits of Highly Effective CX Professionals

Welcome to the 2018 State of Customer Experience report. Like last year, we aimed to gather views from CX practitioners around the world to get a clear picture of the environment in which CX is operating. What are the pitfalls? Where are we making progress? What can we learn from more advanced industries? And, our usual question – “What would you wish for if you had a CX magic wand?” The results are illuminating. In this report we have identified five habits of highly effective CX professionals, based on responses from practitioners operating across the CX spectrum. You will find practical lessons you can put into action today, and understand how we – and you – can identify success in a CX programme. Spoiler alert – it’s all about the money!

Empowering your Business with Customer Intelligence

An Eptica Customer Intelligence Survey in Association with Engage Business Media. The overarching aim of this survey conducted by Engage Business Media on behalf of Eptica is to reinforce the vital importance of the customer experience to commercial success, while at the same time investigating the current state of play of existing Voice of the Customer strategies and solutions used within organisations.

THE STATE OF CX: Time to get real

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.

Europe’s Changing CX Environment

The more accurate the insight we have into our customers’ behaviours and expectations, the better equipped we are as organisations to provide them with the experiences they need to ensure they remain our customers. This irrefutable fact is a key reason why Engage Business Media is delighted to be joining forces with our partner Qualtrics to undertake research to explore key customer experience trends across Europe.

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