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STUDY: Customer Engagement Solutions Drive Transformational CX and EX Outcomes

New research shows CX-specific tools benefit the customer,he employee,he 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

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