CX Leaders Trends & Insights reports provide in-depth insights into the experiences and perspectives of both consumers and practitioners alike, including analysis and commentary from Execs In The Know community members. The CX Leaders Trends & Insights reports are part of a series that is published twice yearly, including a fall Consumer Edition and a winter/spring Corporate Edition.
Gain a new perspective on the priorities and best practices of leading customer experience organizations from around the globe and explore many critical CX topics, including the impact of the global pandemic, shifts in channel/solution use, and the service journey’s impact on CX metrics.
Deep dive into some of the hottest topics within the industry. From Gig, to Work-From-Home, AI, and more – put your finger on the pulse of the industry and discover which topics are being discussed and investigated within the Execs In The Know community.
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As a part of the changing face of Execs In The Know’s CX industry research, CX Leaders Trends and Insights takes a fresh new approach to categorizing channels. Based on this new categorization, it is clear consumers are as open to Text-Based solutions as they are Voice-Based. But age plays a notable role in contact preference with those 44 years and younger preferring Text-Based solutions over Voice-Based by 2-to-1 (versus 3-to-4 for those 45 years and older).