The 2021-22 UK CX Decision-Makers’ Guide
ContactBabel is the leading analyst firm for the contact centre and CX industry. The UK Customer Experience Decision-Makers' Guide (2021-22 – 4th edition) is a major annual report studying the CX strategy, performance, operations and technology aspects of UK organisations.
Taking a random sample of the industry, a detailed questionnaire was answered by 211 senior CX and customer contact professionals on their organisations’ CX strategies, practices, technologies and plans. Additionally, a survey of 1,000 UK consumers was carried out in order to understand their attitudes to elements of businesses’ CX programmes and what they understand a positive customer experience to be.
Download the report to discover:
- Customers' and businesses' views on AI and automation
- Customer channel preferences
- CX investment decisions
- How various technologies impact on CX
- How the pandemic is still affecting CX, and what can be done about it