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Customer Experience Trends and Insights Research Paper

Customer Experience Trends and Insights Research Paper

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80% of CMOs (when surveyed) claimed that delivering an exceptional customer experience is key to remaining competitive in 2022 and looking forward.

So how can CX leaders conquer this critical challenge to deliver a balance of empathy, speed and agility for a truly memorable and exceptional experience?

It is clear across multiple industries that investment and the focus of linking online and offline experiences and increased personalisation are those proving to exceed customers expectations and gain competitive advantage.

This insightful paper delivers unique insights on the correlation between business areas of investment and the outgoing CX delivered.


Download your complimentary copy here on the right, ahead of the upcoming CCW Europe Virtual Summit.


The contents on this report includes:

  • Introduction
  • Matching customer experience to customer expectations
  • Connect physical and digital channels for truly exceptional experiences
  • Lack of marketing technology solutions/knowledge is a major barrier
  • Customer Data Platforms are key to realising the customer experience vision
  • Customer Data Platforms: the engine behind amazing customer experiences
  • Summary & Recommendations
  • Treasure Data Case Study

Accelerating Innovation in 2022 - Learning from Retail CX Leading The Way

Accelerating Innovation in 2022 - Learning from Retail CX Leading The Way

As technological innovations and digital transformations continue to shape the future of customer-facing strategies, how can we prepare for the challenges and opportunities of 2022 and beyond? 

Retail is an industry that has been at the core of change throughout the past 18 months, and in hand has accelerated traction in digital transformation and customer interactions

This disruption has shone a spotlight on retail as an industry at the pinnacle of innovation, download this insightful piece from CCW Europe Digital for more on:

  • Centralizing data and leveraging it effectively
  • Shaping the customer journey and delivering omni channel engagement
  • Bringing the digital experience to all channels cohesively
  • CX leaders top priorities for 2022

With industry respondents stating a focus to improve targeting in outreach and engagement (56%) and to map the customer journey (54%), there is a clear blueprint to these businesses development in 2022 using their customer data platforms to reach new heights.

Ensure that your company harnesses the potential that this innovation holds by learning from other customer facing leaders in this insightful piece reaping the benefits from the innovations in the retail sector.


"An ideal environment is one in which the same level of personalized service that is available online is also available in the store, via mobile app, and at contact centers"