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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 spring Corporate Edition.

Taking our CX industry research
to the next level

Introducing CX Leaders Trends & Insights: Consumer Edition, the next iteration of our long-standing, biannual CX industry research series.

The CX Leaders Trends & Insights Report 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 on a bi-annual basis. In 2021, we revisited our approach to industry research with a complete rebranding, new elements suggested by our EITK community, and a new focus on practitioner insights. This new report series will still focus on consumer behavior and expectations using dynamic survey data, as well as corporate strategies and best practices, but will also infuse many of the views and opinions of experts within our community.

Two Reports

ENDLESS INSIGHTS & IDEAS

CX Leaders Trends & Insights provides in-depth insights into the experiences and perspectives of both consumer 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.

    The full report is available now.

    Special thanks to our edition sponsor, Hinduja Global Solutions (HGS), a global leader in digital customer experience and customer journey optimization. Be sure to check out HGS’s expert analysis on these results in the Sponsor Commentary.

  • Corporate Edition

    The Corporate Edition provides insight into the strategies and best practices of top brands.

    Execs In The Know will soon be gathering responses for the 2021 CX Leaders Trends and Insights: Corporate Edition, and we could use your help. Your individual responses will never be shared, and your participation will help broaden this year’s insights and results. If you’d like to participate upon the release of the survey this fall, please contact Susan McDaniel at Susan@execsintheknow.com.


Key Insights from the Consumer Edition

 

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).

 

 

Age isn’t the only factor that plays a role in channel preference. In fact, solution preferences are largely driven by ease and effectiveness (i.e., ability to resolve an issue or inquiry). Therefore, according to consumers, self-help and unassisted tools continue to get better based on their ability to resolve transactions and inquiries, steadily improving year-after-year since 2018.

 

A year into the pandemic and there are few consumers (16%) who felt their view or use of self-help or unassisted tools had been changed by the pandemic. But the reality is consumer behavior (and even contact center best practices) has changed more than most realize, especially given the strong shift to self-help and CX automation. Furthermore, consumers who said their view/use of self-help had changed were eight times more likely to plan on using self-help and unassisted tools “More Often” in the future.

Read the full Report

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