Which executives join the Chief Experience Officer Exchange? Our Past Attendee Snapshot offers an inside look at the senior CX and Customer Contact leaders who joined us last year. Discover which job titles benefit the most, what their top priorities are, and more.

CMP Research assessed 12 providers of conversational IVR and voicebot solutions for customer service, CX, and sales. These providers are grouped into five categories: pioneering, leading, core performing, up & coming, and emerging. The evaluation is based on analyst insights, user feedback, and marketplace data across ten investment criteria. This report highlights each provider’s position and helps inform strategic investment choices.

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.