CX Leaders Trends & Insights
An Execs In The Know Report Series
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.
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.
The Consumer Edition focuses on the experiences and opinions of consumers.
Special thanks to our edition sponsor, Zenarate, our distinguished partners and collaborators on this report. Zenarate’s commentary can be found on pages 6-9.
The Corporate Edition provides insight into the strategies and best practices of top brands.
Special thanks to our edition sponsor, ACT, a leading provider of performance driven contact centers and back-office support services. Be sure to check out ACT’s expert analysis on these results in the Sponsor Commentary.
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