Description

Overview

This guide showcases the results of research that was carried out late 2018 by Confirmit and Engage Business Media, gathering views from over 700 CX practitioners around the world to get a clear picture of the environment in which CX is operating.

This research, one of the largest studies in the industry, led Confirmit to identify five habits of highly effective CX professionals. You will find practical lessons you can put into action today to help you be a more effective and successful CX practitioner, and understand how to identify success in a CX program.

In this research, we defined success in CX in terms of increased investment. Unlike other studies which focus on CX scores, we believe the proof of any program lies in the value it delivers for the organization and therefore secures increased budget. To be classed as a Leader, respondents had to see significant increase in budget in the next 12 months (9 or 10 on 0-10 scale).

The five habits we have identified are those that really differentiate the Leaders from the Laggards. We have also added a Top Tip for each one, to point you in the right direction. And look out for our Confirmit Promise where you can see clearly how Confirmit solutions can help you achieve success for all five habits.

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