This research-driven study covers how CX leaders are adjusting to rising expectations, channel overload, and the growing role of AI—while also navigating a surprising disconnect: 59% of consumers still feel experiences are falling short.

Key Topics:

• Why fragmented journeys persist—and how leaders are rethinking omnichannel
• The emerging tech that’s actually gaining traction (vs. hype)
• Where CX teams are scaling back—and where they’re doubling down
  

The customer experience continues to be critical. When they seek out service, consumers want fast service that addresses their concern. They also want to be able to engage effectively in the channel of their choosing. On top of that, they want organizations to treat them as individuals and handle each interaction with empathy. 

So, what do customers want? How can companies effectively predict customer needs? This report will unpack the latest CX trends, sharing new research about customer trends.