The 2021-22 UK Customer Experience Decision-Makers’ Guide

Person on phone giving an experience rating


“The 2021-22 UK Customer Experience Decision-Makers’ Guide”, based on surveys with 211 UK organisations and 1,000+ interviews with UK consumers, is now available for free download.

The report shows customer experience and contact centre professionals:

  • How the pandemic has affected customer experience & performance
  • How your CX performance benchmarks compare to your competitors
  • Which technologies have the greatest positive impact on CX
  • The most useful CX measurements and benchmarks
  • The channels that customers want to use – and when
  • How automation really affects the customer experience.

Findings are reported by vertical market and organisation size, so you can compare your CX initiatives with organisations like yours.

To download the report for free, visit

Published On: 17th Sep 2021
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