STUDY: Customer Engagement Solutions Drive Transformational CX and EX Outcomes
New research shows CX-specific tools benefit the customer, the employee, the business and the industry.
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