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CX Leaders Trends & Insights

An Execs In The Know Report Series

  

CX Leaders Trends & Insights provides in-depth insights into the experiences and perspectives of both consumers and practitioners alike, including commentary and analysis from Execs In The Know community members. The CX Leaders Trends & Insights Series is published twice yearly, including a fall Consumer Edition and a late winter/early spring Corporate Edition.

Taking our CX industry research
to the next level

The CX Leaders Trends & Insights series, the successor of the long-standing CXMB series, has been the go-to resource for industry knowledge and inspiration since 2012. Over the years, Execs In The Know (EITK) research has produced insights about the experiences, opinions, and perspectives of both consumers and corporate leaders, publishing the CX Leaders Trends & Insights on a bi-annual basis,
as well as topical-based research throughout the year.

Do you have a particular topic of line of surveying you’d like to see explored?
If so, please let us know at info@execsintheknow.com.

Two Reports

ENDLESS INSIGHTS & IDEAS

CX Leaders Trends & Insights provides in-depth insights into the experiences and perspectives of both consumers and practitioners alike, including commentary and analysis from Execs In The Know community members. The CX Leaders Trends & Insights Series is published twice yearly, including a fall Consumer Edition and a winter/spring Corporate Edition.

  • Consumer Edition

    The Consumer Edition focuses on the experiences and opinions of consumers.

    Special thanks to our edition partner, ACT, for providing expert guidance and collaboration on this report. Be sure to check out ACT’s insightful commentary on pages 5-8 of the report.

  • Corporate Edition

    The Corporate Edition focuses on the experiences and opinions of CX leaders.

    Special thanks to our project partner, TELUS International, collaborators on this report. TELUS International’s insightful commentary can be found on pages 6-10 of the report.


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Looking for historical CX research results?

The Customer Experience Management Benchmark (CXMB) Series was initially launched in 2012 with the aim of connecting the dots between corporate- and consumer-based CX research, helping CX leaders gain unrivaled insights into both sides of the customer care equation. The series, which each year included the publication of both a Consumer and Corporate Edition, enjoyed a continuous run until 2020 when it replaced by the CX Leaders Trends & Insights Series of reports. Although the CXMB Series has ceased publication, it remains an inspiration for current avenues of CX exploration.

Learn More About the CXMB Series