Welcome to CX Network's survey on data, digital experiences and artificial intelligence. Your input will help us provide a comprehensive insight into the customer experience industry and where it is heading.

Your responses will be kept strictly confidential and will only be examined in aggregate with other responses. The survey will take around six minutes to complete, depending on the length of your answers. For more information email CX Network's editor-in-chief on chanice@cxnetwork.com.

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* 1. Which title best describes your current role?

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* 2. In which function do you sit?

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* 3. In which industry do you operate?

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* 4. In which region(s) does your organization operate?

Current status

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* 5. Which option best describes the current state of your organization in terms of using and activating your customer data?

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* 6. Which of the following do you use to help identify your customer across devices and touchpoints? (select all that apply)

Personalization

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* 7. Which of the following do you deploy to personalize customer experiences?

Real-time and predictive analytics

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* 8. Are you using real-time analytics to optimize interactions with customers in the moment?

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* 9. If yes, please give an example of when you have used real-time analytics to improve customer experiences

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* 10. Are you using predictive analytics to pre-empt customer desires and delight them?

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* 11. If yes, please give an example of when you have used predictive analytics to pre-empt customer desires and delight them

Challenges

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* 12. What are your biggest customer data challenges?

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* 13. How are you overcoming these hurdles?

Digital customer experience 

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* 14. Do you have a dedicated digital customer experience team?

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* 15. How has Covid-19 impacted your business?

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* 16. Which of the following are true of your self-service offering?

AI and machine learning 

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* 17. What stage are you at in your AI/machine-learning journey?

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* 18. Please select the tasks you use AI/machine learning for from the below list.

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* 19. What are the biggest challenges in implementing AI/machine learning in your organization? (choose your top three)

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* 20. How are you overcoming these challenges?

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