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
NHSX reviews published on digital technology innovation and digital skills in Adult Social Care
NHSX, a joint unit bringing together teams from NHS England and the Department of Health and Social Care to drive the digital transformation of health and care, commissioned Ipsos MORI, the Institute of Public Care (IPC) at Oxford Brookes University and Skills for Care to conduct two related reviews about digital technology used in adult social care and the digital skills capabilities of the adult social care workforce.