Never before have brands been under such pressure to perform. Constant improvement is now routinely expected. We are moving towards what some describe as the expectation economy.
Despite multi-billions of investment in 2017, only a small number of UK firms succeed in making customer experience a source of value. The good news is that top-ranking firms are achieving sustained improvements in CX that flow to their bottom line.
Based on extensive research and packed with practical insights, our 2017 report is essential reading for anyone who wants to understand how to use CX as a mechanism for superior profitability.
