This in-depth research report written by CX Network looks at the key customer experience trends,

challenges and investments for the next 12 –18 months and the digital transformation of

organisations. Their annual survey gauged the views of global leaders – across all major

industries – within customer experience, service, insight, digital and marketing, on the changes

that will be defining the industry in 2016.

CX Network collected the data from the over 700 responses for this report, to provide insights into

the trends, challenges, investment priorities that will be shaping customer experience and the digital

transformation of organisations. They compared the responses from their practitioner community

with that of solution providers and analysts, to see where they align and where there is a marked

difference.

Key findings:● Customer loyalty and retention, CRM, and the online customer experience are the top

investment priorities for the next 12-18 months

● Demonstrating ROI, finding budget, and gaining board level buy-in are the top 3

challenges bringing these investments to fruition.

Read more about The Global State of Customer Experience 2016 at Innovation Management.

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