Creating Tomorrow’s Customer Experience Today: The Second Wave of CX Transformation

Challenges and opportunities when connecting your digital front end to your back office.

Question Title

1. Which title best describes your current role? (Required.)

C-level

SVP/VP

Director

Head

Manager

Other (please specify)

Question Title

2. In which function do you sit? (Required.)

Contact centre

CRM

Customer experience

Customer insight

Customer service

Executive team

Finance

Marketing

Operations

Other (please specify)

Question Title

3. Which area(s) are you accountable for? (Check all that apply.) (Required.)

Contact centre

Corporate strategy

Customer insight

Customer service

CX strategy

Data and analytics

Design/UX

Digital marketing

Digital transformation

Market research

Offline marketing

Operations

Training/development

Other (please specify)

Question Title

4. In which industry do you operate? (Required.)

Consumer goods

Education

Financial services

Government/public sector

Healthcare

Manufacturing

Media/entertainment

Retail

Software

Telecoms

Travel/hospitality

Utilities

Other (please specify)

Question Title

5. Please rank your business priorities from 1 to 4 (1 being the most important priority) (Required.)

Grow Revenue

N/A

Grow Customer Base

N/A

Increase Customer Loyalty and Engagement

N/A

Increase Your Margins

N/A

Question Title

6. Thinking about your industry, is your organization: (Required.)

A disruptor, digitally born, delivering data-led CX

A traditional player, currently transforming CX

Lagging behind CX innovators, trying to catch up

Other (please specify)

Question Title

* 1. Which title best describes your current role? (Required.)

Question Title

* 2. In which function do you sit? (Required.)

Question Title

* 3. Which area(s) are you accountable for? (Check all that apply.) (Required.)

Question Title

* 4. In which industry do you operate? (Required.)

Question Title

* 5. Please rank your business priorities from 1 to 4 (1 being the most important priority) (Required.)

Question Title

* 6. Thinking about your industry, is your organization: (Required.)

1. Which title best describes your current role? (Required.)

2. In which function do you sit? (Required.)

3. Which area(s) are you accountable for? (Check all that apply.) (Required.)

4. In which industry do you operate? (Required.)

5. Please rank your business priorities from 1 to 4 (1 being the most important priority) (Required.)

6. Thinking about your industry, is your organization: (Required.)