High performing disruptors are outpacing established market leaders by committing to the opportunity created by the digital revolution. CX remains the most important strategic measurement for organisational performance but less than 10% of respondents have an optimised digital business strategy.Download the report
The digital dilemma in enterprises is deepening and organisations must choose a path between digital crisis, or redemption. This is the clear message from this year’s Report.
Key findings from the 2017 Customer Experience Benchmarking Report
We harnessed the transformative power of technology to help organisations achieve great things in the digital age.
Business, service, technology, and commercial models have changed forever.
How to better understand, design, and personalise the customer journey.
Data reigns supreme
Why understanding and harnessing mass data is critical to performance.
Man vs machine
Robotics, AI, and IoT are creating a new reality.