Top 10 CX Trends

Latest Top 10 Trends and Challenges in CX and customer insights

The advances in digitalisation and changes in consumer behaviour driven by technology have had a profound effect on CX, on both its theory and implementation.

There are organisations that have embedded customer-centricity into their culture, who are using sophisticated tools and technology to generate insights, and are continually refining the customer experience. At the other end of the scale are companies who have yet to embark on their CX journey, who are still struggling to get management buy-in, and who face significant resources constraints in terms of time, skills and budgets.

What all businesses have in common is having to operate in a fast-changing, highly volatile economic and political environment. Navigating the future of CX amid this uncertainty is a universal challenge.

Ahead of our Customer 360 Symposium back in April 2022, we asked delegates to name their top CX challenges. In this report, we’ll look more closely at the themes emerged from the responses and what they signify for the future of CX.