Is CX a differentiator or detractor in your organization?


Board-level accountability for CX is rising. Yet, only 12.1% of organizations say customers rate their CX at a promoter level.


Findings from the latest Global Customer Experience Benchmarking Report show a significant gap between top performers and their industry peers. Boardrooms need to follow through on sentiment and ensure that CX strategies are clearly formulated, managed and delivered.


When it comes to customer satisfaction, ease of resolution still matters most. A well-defined CX strategy and clear leadership are the foundation for a truly connected, effortless CX that will create value for your customers and business.


Get the latest data, insights and guidance on designing a fluent ecosystem that delivers effortless CX at every customer touchpoint, through every modality, across the organization. Our Executive Guide and full access to the 2020 CX Benchmarking interactive portal is your first step towards developing an effortless experience.

Download the executive guide
Woman sitting inside a circle

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Insights from our experts to accelerate your CX

Lead with strategy

CX strategy needs an organized execution framework Man jumping over the top of a silo

Understand customers

Be personal and be proactive, harness CX analytics data to act Man sitting at a desk working

Personalize experiences

Personalization is about delivering the exception, not the rule Man looking at the outside from inside a underground building

Engage through omnichannel

Great CX is the result of focus and design, not coincidence Woman standing in front of metallic orb

Automate intelligence

AI automation: navigating from proof of concept to production Woman with open arms standing in front of a glowing circle

Optimize performance

Adapt and accelerate the delivery of consistent customer experience Man making a circular light trail

Assess your CX readiness


The CX Readiness Assessment takes just a minute to complete and will help you determine how your CX strategy and execution compare with the progress being made by other organizations.

Take the assessment

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Retail Guide to the 2020 Global Customer Experience Benchmarking Report

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CX Advisory

Speak to our experts.

CX 2020 Webinar 

Join our experts to understand more.

CX Infographic

View the top CX trends for 2020.

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