This report, the CX Leaders Trends & Insights: 2021 Corporate Edition, is the follow-up to the 2021 Consumer Edition report of the same name released in October 2021. Together, the pair yield a 360-degree view of the customer experience (CX). From preferences to outcomes and the journey in between, the CX Leaders Trends and Insights series is designed to provide a wide lens view of the industry, touching on many topics, including consumer preferences, CX strategies, best practices, and so much more.
Results are further enhanced by Practitioner Perspectives, snapshot commentaries from CX leaders who are today driving CX excellence across a variety of industries. Unique to this edition is the Consumer Comparison section. This section provides a number of select findings that allow the reader to compare and contrast results from the two separate editions, providing unique insight into sometimes differing perspectives.
A massive thank you to all the CX leaders who contributed their insights and experiences as a part of this release’s Practitioners’ Perspectives. These individuals include:
Although this report is only the second in a new series of CX-related research, Execs In The Know hosts an extensive library of prior research. To find the latest volume of CX Leaders Trends & Insights, visit the landing page.
Execs In The Know is all about leaders learning from leaders. We continually tap into our resources to conduct in-the-know industry research. Our community gains insights and actionable ideas due to our multi-layered approach when it comes to research. Find our previously published research, visit the Execs In The Know CX Research landing page.