CX Hot Topics Research


Take a deep dive into some unique research on some of the hottest topics within the industry. 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.

Featured Report

Exploring Corporate Opinions on BPOs

Check out what CX leaders have to say about BPOs.

Outsourcing (and BPOs, specifically) is always a hot topic for CX leaders. This report, Exploring Corporate Opinions on BPOs, provides readers with an in-depth exploration of the opinions, concerns, and expectations of CX leaders who deal with outsourcers and BPOs daily. Valuable content not only for CX leaders themselves, but also any BPO looking to better meet the needs of current and future clients.

The basis of this report is online survey results from 52 CX leaders from across a wide range of industries, including both business-to-consumer and business-to-business companies running the gambit from the very large to the very small. In addition to online surveying, several CX leaders were interviewed separately to uncover deeper insights and dig for greater context around the answers they provided on the survey.

Be sure to check out the two special commentaries contained within the research report. The first, From Vendor to Expert, is from Tom Stanley, Global BPO Leader from NICE, project partner for this research. The second is from Nick Jiwa of CustomerServ, a BPO authority focused on helping corporate brands and CX leaders outsource smarter.

Experience & Loyalty Insights: A Research-Based Review — Retail & eCommerce

Going deep into Retail and eCommerce, wide on CX industry insights!

Get a focused, in-depth view of the state of the customer experience (CX) within the Retail/eCommerce vertical. Explore unique insights derived from both consumer and corporate surveying, emphasizing several critical areas including loyalty, the current experience, State of the Business, and CX technology.

Alongside new Retail/eCommerce-specific surveying, this research includes the unique twist of cross-industry context by including comparisons between Retail/eCommerce-centric data with results from past CX research, providing a well-rounded view of CX across industries. Specifically, this report draws on results from two distinct CX research reports previously released by Execs In The Know and project partner, Conduent.

Also be sure to check out the special research commentary by Conduent. Titled “CX to Create Loyal Customers in a Cautious Market,” and found on page 5 of the report, you’ll find thoughtful instructions on how CX leaders (regardless of industry) can emerge from disruption, embolden success, and cultivate loyal customers by capitalizing on opportunities in five key areas.

CX Outsourcing Insights: Building Successful Relationships in Times of Change

Outsourcing practices are evolving. Find out what’s changing.

The CX outsourcing industry continues to undergo tremendous change. Keeping up with what’s new and what’s evolving can be a challenging endeavor. New destinations are constantly springing up, new best practices are aways emerging, and its critical to get a feel for how your outsourcing programs compare to not only your competition, but even across industries. But one thing that doesn’t change is the importance of establishing strong relationships with providers and maintaining a shared focus on the customer experience.

This CX Outsourcing Insights research helps provide a view into the BPO/corporate-client relationship. All results are from the perspective of customer experience (CX) leaders who manage BPO relationships or run programs that utilize outsourcing services. Topics covered in this report include program structure and overview, CX strategy, outsourcing changes, as well as the drivers of this change.

Be sure to check out the special commentary by research partner, CustomerServ. Titled “Outsourcing in a Challenging Economy,” the commentary can be found on page 5 of the report, and it contains tons of insightful information on maximizing your outsourcing efforts during times of strong economic headwinds.

CX Agents

A Survey of CX Leaders Regarding Their Most Valuable Asset

A Vital Asset of Every Contact Center

Customer experience (CX) agents are what make the contact center tick. As only the most complex, high-touch engagements make their way past self-service solutions and onto agents, the skills and knowledge agents need has become further specialized.

In this report, CX Agents: A Survey of CX Leader Regarding Their Most Valuable Asset, more than 55 corporate contact center leaders describe their programs and share insights into current agent-related initiatives, budgetary models, and more. Check out this research to grasp where brands are at in fulfilling the evolving expectations placed of today’s CX agents.

Be sure to check out project partner Zenarate’s special commentary (page 5) where they four agent-related trends to consider, as well as powerful techniques for developing confident, top-performing CX agents. Here’s a snippet:

“Simulation Training is an approach to agent training that prepares new hire agents to confidently deliver superior customer experiences before their first live customer interaction and help close tenured agent call types and skill gaps.”

CX Viewpoints

Insurance - A Survey of Retail Customers of Insurance Products

Experience is Everything

In this report, CX Viewpoints: Insurance — A Survey of Retail Customers of Insurance Products, the experiences insurance product customers (primarily Home, Auto, Life, and Disability) are explored from a variety of vantage points. Drivers of both loyalty and churn are explored, and also included are a number of questions that seek to benchmark the experiences of insurance industry customers against those of other verticals.

Visit page 5, where Research Partner Genesys states and provides insight into how Empathetic Customer Experiences Deliver Premium Returns:

“Increasingly, it’s the experience that makes or breaks customer loyalty. But less than half of surveyed consumers were very satisfied with their most recent interaction with an insurance company, and 43% say customer service from insurers had become worse in recent years.”


Exploring Consumer Experiences, Preferences, and Opinions

In this consumer-based research, we take a close look at the self-help journey through the eyes of consumers, including users screened for recent use of a self-help solution (pages 8–11). We also explore consumer preferences and opinions about self-help solutions.

So, what can brands do?

On page 5, Research partner PTP has provided a powerful, highly actionable self-help solution strategy guide that highlights what it takes to get it right when it comes to self-help.

Recent Topic-Based Reports



  • 2023 Gig Customer Experience Report

  • CX Outsourcing Insights

  • CX Agents

  • 2022 Self-Help Solutions



  • 2022 Gig Customer Experience Report

  • 2022 CX Outsourcing Insights



  • 2021 Gig Customer Service Report



  • The Role of Artificial Intelligence in Customer Service