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Customer Experience Live

CX Live Reports

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CX Live Research

Capturing the pulse of the CX industry through reports and surveys.

48%

Companies cite an increased drive towards AI and Intelligent Automation to enhance customer experience

42%

Companies are re-evaluating Voice of Customer platforms

Reports and Analysis

Rush Hour

CX Live UK Intelligence Report 2023

 

AI and ML collectively enable companies to understand customers' behaviour. Companies are leveraging these technologies to continuously translate customer into actionable insights - meaning systems can better interactions predict and address customer needs for a differentiated experience.

In 2023 long-term innovative solutions must be designed to capture unlimited possibilities, not just for finding the most straightforward answers. Download the Customer Experience Live UK Intelligence Report 2023 to find out what technologies are exciting companies in the UK to amplify CX.

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Business Planning

CX Live AI Strategy Playbook 2023

 

 

In this age of rapid digital embracement, brands are expected to deliver a high level of personalisation to their customers. Businesses have to understand their client’s unique needs and preferences in order to be endorsed.

 

Artificial Intelligence (AI) is rapidly reshaping the way brands deliver personalised customer experiences. By harnessing the power of AI and generative AI, businesses can collect, organise, and analyse vast volumes of customer data to create highly targeted and relevant experiences.

 

37% of surveyed companies in the Middle East are citing an increased investment in their AI solutions in 2023? Further, 21% of ME brands are investing in personalisation platforms (CX Live Intelligence Report 2023). Businesses are actively tapping into the potential of AI to revolutionise customer experience. Let's examine some of the AI solutions gaining prominence.

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Business Colleagues

CX Live Intelligence Report 2023

 

AI and ML collectively enable companies to understand customers' behaviour. Companies are leveraging these technologies to continuously translate customer into actionable insights - meaning systems can better interactions predict and address customer needs for a differentiated experience.

In 2023 long-term innovative solutions must be designed to capture unlimited possibilities, not just for finding the most straightforward answers. Download the Customer Experience Live Intelligence Report 2023 to find out what technologies are exciting companies in the Middle East to amplify CX.

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View presentation report

CX Strategy Report 2023

 

Organisations are putting CX under the microscope as it is a true metric for overall organisational health, given how critically it can affect revenue growth, operational performance, investor perception, and new product development.

 

Please download the Customer Experience Strategy Playbook for 2023 to examine the strategies for CX leadership as shared by industry leaders.

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Financial Report

CX Live Intelligence Report Middle East

 

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

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Team Task

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.

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