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

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. 

What You’ll Learn

• Consumer use: How the CX shapes overall brand opinion.
• The happy and unhappy consumer: What CX characteristics lead to satisfaction.
• AI-powered solutions: What is holding consumers back from relying on AI more.
• The multichannel journey: When and why consumers choose channels.
• Self-help solutions: Whether issues get satisfactorily resolved with tech.