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

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



  • CX Agents

  • 2022 Self-Help Solutions



  • CX Viewpoints: Insurance



  • 2022 Gig Customer Experience Report

  • 2022 CX Outsourcing Insights



  • 2021 Gig Customer Service Report



  • The Role of Artificial Intelligence in Customer Service