CX Live Research
Capturing the pulse of the CX industry through reports and surveys.
Companies cite an increased drive towards AI and Intelligent Automation to enhance customer experience
Companies are re-evaluating Voice of Customer platforms
Reports and Analysis
CX Live Intelligence Report 2022
As businesses re-design their CX strategies and embrace the multitude of changes, to focus on customer-centricity, the new approach for reframing customer delivery should pivot to digital to gain a competitive advantage.
69% of companies are reevaluating Customer Journey Mapping platforms in 2022
48% of companies cite an increased drive towards AI and Intelligent Automation to enhance customer experience
42% of companies are re-evaluating Voice of Customer platforms
Overcoming organisational inertia to deliver great CX
We have been hit by monumental organisational changes in these last few months as customer needs and expectations have shifted drastically.
All industries have had to adapt and innovate to stay on top. One of the challenges most business leaders had to face is that of change management and organisational inertia. Given the overall focus in most organisations has been to be adaptive in the face of external changes brought upon by the pandemic and therefore, the big question is how do we overcome this inertia to ensure we deliver the best possible customer experience to remain category leaders.
The Business of Experience
The Middle East experience industry is undergoing an exciting renaissance – one that is energising brands to push beyond the realms of CX ideologies and wire their entire business around delivering exceptional customer experiences.
Supercharged through hyper personalization, discovering and catering to unmet and rapidly changing needs, these experiences are forging growth for brands that are getting it right. The Business of Experience is an exciting new journey that all top executives must embark on. The question is, are they ready?