Download the CX Network’s Global State of CX 2024 report to discover how generative AI, data and customer demands are shaping CX in 2024.

Customer support provides a crucial touchpoint which can make or break the customer experience. A solid customer support function can help retailers stand out from competition, increase customer loyalty, and reduce churn.

Read this article to find out:

• The strategic value that customer support brings to your CX strategy.

• How different businesses are balancing human contact and automation in customer support.

• What role AI and emerging technologies can play in supporting your organization’s customer support strategy.

In July 2022, CSG commissioned Forrester Consulting to evaluate how an enterprisewide CX strategy enables companies to be more customerobsessed and drives success for the customer, the employee, the industry, and the business. Forrester conducted an online survey with 484 global decision-makers in CX, operations, and marketing roles to explore this topic.

To discover the full list of CX trends and in-depth analysis, including investment priorities, obstacles preventing CX investments, challenges and customer behaviour patterns, and forecasts for the future, download the report.

IKEA are constantly adapting their customer experience strategies to suit the evolving consumer, including a rethinking of their traditional store, introducing digital avatars, and using AI to meet consumers where they want to be met. IQPC Exchange talked to Donna Moore, Country Digital & Business Development Manager, to find out more, download the full interview.

An exclusive interview with Lyndsey Edgar, VP of Operations at Monzo Bank, exploring Monzo's operations during the pandemic, the benefits of implementing CX culture across an organisation, and predictions in CX for 2023.