The Customer-Centric Organisation.

How customer experience has become a major focus for businesses in 2018.

The way we consume goods has fundamentally changed. Shopping habits have evolved, and so businesses need to deliver a seamless and personalised customer experience in order to improve satisfaction and retain their custom. And those responsible for CX now recognise that only by balancing human and technological assets, businesses can deliver the standard of service required to satisfy the modern consumer.

In this report, we examine how much importance UK businesses place on the customer experience and what defines best practice today.

Download this whitepaper to discover:

  • Improving customer service now outranks even net profit and revenue growth as a business priority.
  • 87% of businesses are prioritising a move to a “self-serve” system for routine customer enquiries.
  • CX issues are now driven by a “customer resolution” perspective rather than by metrics.
  • 78% of businesses consider employee attitudes as the main vehicle to improve customer engagement.

Latest Resources

Data Security

Is there really a trade-off between security and customer experience? (part two)

By Nicola Pero 15 February 2021

Read our second and final instalment of two-part blog series, where we continue to focus on why data security compliance should be a customer service priority in your organisation, not just a box-ticking exercise. Take a look.

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Customer Communications

Key considerations when incorporating a Chatbot into your self-service solutions

By Chris Wallbank 9 February 2021

In this blog, we’ve compiled a few tips and strategies to ensure that everything runs smoothly once your bot starts communicating with your customers. Take a look.

Read More >
Customer Experience

How to choose the best-fit Customer Experience solution

By Lisa Rose 1 February 2021

Investing in CX is essential in order to continuously improve, so you can drive engagement, track results and analyse your sales funnel. But not all CX solutions are created equal - so how do you find the one that best fits your business?

Read More >