About the research
549 Customer Experience (CX) professionals in B2B and B2C organisations completed an online survey between 13 July and 4 August 2020. Customers from Awards International, CXM and Ipsos were invited to participate. The aim was to understand what client side and agency partners think about the CX industry today, the impact of COVID-19 and predictions for the short, medium and longer term.
What did we find?
We uncovered a tale of two halves: Changing customer behaviours coupled with a tough market ultimately mean CX teams must do more with less. Meanwhile, CX board level profile is increasing: CX is recognised as essential to outperform competitors and CX improvements correlate with business performance.
For more information get in touch:
- Jamie Thorpe, Head of XM, Customer Experience
The Humdrum of Life Under Lockdown
Having spent more than a year in and out of lockdowns, many of us have started to experience unexplainable symptoms such as tiredness and a general lack of motivation as we muddle through the days. This cognitive fog is a result of pandemic burnout as we go through the same motions every day.