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2019 Market Study: Trends in CX Design & Strategy

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2019 Market Study: Trends in CX Design & Strategy


This 2019 Market Study conducted by CCW Digital cites in-depth research about what customers want, where brands are failing, how brands are investing, and the key challenges/opportunities to consider when building your customer experience. 

Key topics include:

  • Customers’ biggest CX complaints and pain points
  • Proof of CX’s impact on customer acquisition and advocacy
  • Why your customers are switching to competitors
  • Which channels customers like – and don’t like
  • How customers really feel about bots
  • What “personalization” means to today’s customers
  • Easy ways to tailor the CX
  • 5 biggest challenges for companies
  • Which CX initiatives are the most urgent

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