PHOENIX, ARIZONA, US, March 6, 2023 — Global customer experience (CX) industry leader Execs In The Know is thrilled to announce the release of the 2022 CX Leaders Trends & Insights: Corporate Edition report. Dedicated to the experiences and opinions of corporate CX practitioners, the report was initially released during Execs In The Know’s signature event, the Customer Response Summit (CRS), which took place in Austin, CA, March 1–3, 2023. This research is produced in partnership with ACT (Advanced Call Center Technologies), a leading provider of performance-driven contact centers and back-office support services.
This latest volume of research contains trending and new data built around the experiences and perspectives of 111 senior CX leaders. It includes content on a variety of topics including CX Technology, Touchpoints, CX Strategies, Workforces, Workplaces, and a special section devoted to comparing CX Leaders Trends & Insights Consumer and Corporate Edition results. And like previous editions, this new research is enriched with the powerful Practitioner’s Perspectives insights — snapshot analysis from accomplished CX leaders representing top brands, each targeting a specific research result.
“This year’s CX Leaders Trends & Insights Corporate Edition report is brimming with optimism,” said Susan McDaniel, Co-Founder and COO of Execs In The Know. “Certainly, the industry has its share of challenges to overcome as we head deeper into 2023, but more and more organizations are finally finding firm footing after several years of unpredictable and unrelenting change. It’s reassuring to see that, even during times of tremendous change, many organizations have managed to maintain the customer as their top priority.”
While the specific data points are wide-ranging across CX topics, a few highlights from this latest research include:
- Eighty-six percent of CX leaders felt their organizations were generally meeting the customer care needs and expectations of customers
- Seventy-seven percent of survey respondents describe the shift to WFH as having a “Very Positive” or “Somewhat Positive” impact on meeting customer needs and expectations, up from 66% in 2021
- Seventy-four percent of CX leaders indicated their organizations are already taking significant or modest actions to address economic uncertainties
- Only 31% of CX leaders are “Very Satisfied” or “Satisfied” with the CX technology stack
Download this 2022 Corporate Edition, explore previous editions of the CX Leaders Trends & Insights series, and other CX-related research and content!