Insights - Report

The CX Leaders Trends & Insights Survey Report, Consumer Edition (2023)

Cover of the '2023 CX Leaders Trends & Insights Consumer Edition' report featuring images of happy shoppers and individuals using technology.

The CX Leaders Trends & Insights Report provides in-depth insights into the experiences and perspectives of both consumers and practitioners. It features commentary from VXI on  how digital acceleration has redefined the customer experience and how more organizations can accelerate the transformation of their service delivery models to avoid falling behind.

To help readers shape their CX strategy, the report summarizes consumer opinions on contact center channel and self-servie usage, multichannel journey, preferences, growing expectations and the anticipated impact of AI-powered solutions. 

Get Your Free Report!

What you will learn:

Intended for CX decision-makers, this survey provides statistics related to:

  • Consumer use:

    How the CX shapes overall brand opinion.

  • The multichannel journey:

    When and why consumers choose channels.

  • The happy and unhappy consumer:

    What CX characteristics lead to satisfaction.

  • Self-help solutions:

    Whether issues get satisfactorily resolved with tech.

  • AI-powered solutions:

    What is holding consumers back from relying on AI more.