Project Description

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The UK Customer Experience Decision-Makers’ Guide 2019-20 (sponsored by Unify)

ContactBabel’s annual US & UK Contact Centre Decision-Makers’ Guides have become the benchmark for up-to-date and insightful coverage of the contact centre industry over the past 15 years. Based on extensive surveys of over 200 UK organisations’ CX strategies, practices, technologies and plans, this report offers exclusive insights. Additionally, interviews with thousands of UK consumers are carried out in order to judge whether organisations’ CX focus and investments are being put into the areas which consumers actually value most.

Download your copy of the report for data and analysis on the following areas: 
• Use of CX supporting technology
• The role of analytics
• CX budgets and ROI (split by investment type and channel)
• The focus of CX improvement programmes
• The current and future role of automation in CX
• Future CX investments
• The success and failure of CX programs
• CX measurement methods
• How employees are rewarded for CX

Key Takeaways: 

  • The most important CX factors, as judged by organisations and consumers
  • Learn about your peers’ CX measurement methods, benchmark scores and their governance
  • Gauge where your organisation stands when it comes to keeping pace with omnichannel and the customer experience

Get Your Copy Now

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