The State of CX in 2023: A Driving Force Behind Business Success
At the start of this New Year, the headwinds facing businesses of all sizes remain strong. Geopolitical instability, inflationary pressures and squeezed supply chains are compounded by increasing labour demands and skill shortages. The effects of this are being felt by Customer Service and Experience teams globally, where delivering excellence has remained a tough ask since the start of the pandemic.
Regardless of the pressures faced, customer-focused executives see this as no time to be cutting back. A recent Reuters Events global survey shows that 93% of respondents view CX and Service as a critical brand differentiator, with 86% also arguing that it is the bedrock of profitability.
It is against this backdrop of challenge and opportunity that we have assembled Reuters Events: State of Customer Experience & Service report!
Taking a cross-industry approach across four monthly installments, Reuters Events: State of CX 2023 aggregates information from over 300 respondents, including leaders from Lenovo, Haelon, Microsoft, Verizon, Citizens Watch Company, PVH Corp. and many more.
This report will serve as a guiding star for CS & CX leaders as they navigate the challenges and opportunities of 2023, helping to set strategies and benchmarks for the year ahead. This is your opportunity to learn how to align CX initiatives with business goals, harness the full potential of data across your organization, and demonstrate crucial ROI on service & experience programmes.
Take a sneak peek at the four chapters of the report:
1.Key Priorities/Trends/Challenges for 2023
2.Budget & Investment Areas
3.Data, Measurements of Success & Metrics
4.Technology Use Cases &/or Focus
The findings from the State of CX report will directly inform the agenda for Reuters Events: Customer Service & Experience 2023 (May 10-11, San Diego).
Bringing together senior leaders from the world’s biggest and most influential brands, Customer Service & Experience 2023 will arm you with the actionable insights, real-world benchmarks and organizational strategies you need to stand up and place CX in the driving seat of your organization’s success.
Please reach out if you are interested in getting involved with CSX23 and enjoy the report!
Many thanks,
Josh Wheeler
Strategic Director
Customer Service & Experience
Reuters Events
Telephone: +44 20 3197 8147
Reuters Events is part of Reuters News & Media Ltd, 5 Canada Square, Canary Wharf, London, E14 5AQ. Registered in England and Wales: 2505735.