Today, 98% of CX decision-makers report their organizations have experienced consequences of poor CX. Across the board, organizations struggle to keep customers engaged, and 1 in 3 are experiencing diminishing returns on their existing customer relationships.

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.

In this study, you will learn:

• Top challenges organizations experience when delivering CX by industry
• Where leaders are investing their CX budgets today and in the future
• How customer engagement solutions are achieving CX goals and benefiting customers and employees
• Actionable recommendations to provide consistent, proactive and personalized experiences that improve customer and employee engagement