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The 2021-22 UK Customer Experience Decision-Makers’ Guide

A great customer experience is a key factor in building brand loyalty today. Download this annual report to learn about the CX strategy, performance, operations, and technology of UK organizations, as well as NPS benchmarks, customers’ preferred communication channels, self-service vs live agent contact, and customer opinions on AI.

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This guide highlights key findings including:

  • Usefulness of CX benchmarks
  • Usefulness of analytics for improving CX
  • Current and expected usage of video
  • Importance of CX developments in the next two years