White Papers

UK CX Decision Makers’ Guide 2020-21


The "UK Customer Experience Decision-Makers' Guide (2020-21 – 3rd edition)" is a major annual report studying the CX strategy, performance, operations and technology aspects of UK organisations.

Download the report to discover the full extent of the research findings, including which of the CX developments; Omnichannel, AI & Self Service, Personalisation, Interaction Analytics, are considered to be the most important over the next two years.