The State of Customer Experience has changed dramatically over the past 5 years. With CX professionals focused on driving digital transformation, product strategy and improved service delivery, being able to juggle multiple business priorities at the one time is critical.

The rise of Amazon, ASOS and even Australian businesses like The Iconic quickly changed this way of thinking, with companies soon understanding that to remain relevant they needed to step up their customer strategy and compete with the major brands.

With many businesses starting to prioritise CX (but not knowing where to begin),

• Technologies have quickly advanced
• User Experience's have simplified
• Online engagement has been on a rapid incline; and,
• Customer effort scores have become more competitive. 

This report looks at the trends that have taken shape in the CX industry since 2018 and where it is projected to head by 2023. With over 200 survey respondents taking part, we unpack how CX has evolved over the past 5 years.

Download the Report today!