Where is CX driving value?

There's growing body of evidence that suggests the most senior business leaders do not always regard customer outcomes as drivers of business growth. 

Recognition isn't the only challenge facing CX at this time. In the last four years, CX Network's annual research into the state of CX has found the long-standing challenges facing practitioners – such as a siloed data, a lack of actionable insights, competing priorities and shrinking budgets – are becoming more acute. In tandem, external forces are pushing a new set of challenges into view. 

When CX Network asked practitioners to explain how these pressures influence their work, a clear pattern emerged: The CX function must articulate its strategic value in a more compelling way to ensure those outside the discipline appreciate the tangible benefits it delivers. 

This report explores how CX can prove its value and thrive in an operating environment where business growth is the north star, but the route to it often bypasses the customer function.

With commentary from Simplyhealth, Transport for Wales, Hyatt Hotels, Uber, Oura, KOHO, Heart of the Customer and Virgin Media 02, it presents the research and provides actionable insights practitioners can bring to their work and career development to tackle current challenges head on, and secure the recognition CX deserves. 

Download this report to find out: 

• How Oura and Simplyhealth quantify and communicate the value of a customer-first culture 
• How to translate user research into the operational and revenue metrics leaders can act on
• Which tools organizations need to deliver and measure exceptional experiences – and 11 questions for the vendors that provide them
• Insights from Simplyhealth, Transport for Wales, Hyatt Hotels, Uber, Oura, KOHO, Heart of the Customer and Virgin Media 02