As momentum behind emerging technology continues, with strides in artificial intelligence and the metaverse, businesses are ready to embrace an org-wide strategy, cutting-edge technology, and human interaction in equal measure. In our annual report analyzing the current state of customer experience, we explore the insights and trends that are shaping the way businesses will successfully interact with their customers.

CSG commissioned Forrester Consulting to survey 484 global decision-makers in CX, operations and marketing roles to explore how an enterprise-wide CX strategy enables companies to be more customer-obsessed and improves customer and employee experiences while driving better business results.

Today, batch-and-blast mass communications are no longer good enough. Improving customer engagement now requires context-driven notifications that propel customers to act.