Have your say on the state of CX in 2027

What are your strategic aims for 2027? How much of your organization's total sales do you expect will originate from agentic commerce by 2030? Do you link traditional CX metrics, such as CSAT and NPS, to business metrics, such as revenue or resource utilization?

These are just some of the questions we're putting to CX practitioners around the world to help us establish the state CX in 2027.

Over 24 questions, the survey asks about:

CX in your organization
CX trends and challenges
Your budget and investment plans
Proving returns on CX
AI and CX
Customer behaviors

The results will be published on March 10, 2027, in our flagship report, CX Horizons: The state of CX in 2027.

The report will launch live during our first virtual event of the year, with a panel discussion between CX Network editor-in-chief Melanie Mingas and some of the leading practitioners who feature in the report.

We're asking our network members to take 10 minutes complete the survey and help us establish what's happening in CX right now – and what it means for the future of the profession.

The survey isn't limited to members. We welcome CX and service practitioners from around the world to participate.

If you're feeling lucky, once the survey is complete, you have the option to enter our prize draw to win a $200 gift card (or equivalent in your local currency).

To get started, follow this link.

Have your say on the state of CX in 2027

To find out more about how we used the survey results in 2026, explore the CX Horizons series:

You can explore 11 years of the state of CX, here:

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