CX Research: Critical Challenges Facing Heads of CX

Aug 17, 2016, 08:21 ET from The CX Network

LONDON, August 17, 2016 /PRNewswire/ --

What are the biggest challenges (and in the right eyes opportunities) facing the customer service and user experience market? A market which is now very much in the hand of the consumer?

Countless studies and reports have been released aiming to get companies near the customer experience Holy Grail, but often they fail to get to the bottom of the challenge!

So how do you overcome this challenge? You ask the experts! The CX Network has just released its findings of two critical investigations conducted with CCOs, SVP & Heads of Customer Experience from across the financial services sector and with CCOs, VPs and Directors of Customer Contact, Care, Services and Operations to find out what they are currently prioritizing for investment in H2 and as we move into 2017.

These business leaders were asked what their top projects are for the coming 6-18 months and their answers have been compiled into these just released infographics - the answers may surprise you!

Within the FSBI sector executives from American Express, USAA, Erie Insurance, Penn Mutual and many more told us that they'll be investing in Customer Insight (rated 9th biggest challenge); Multi-Channel Integration / Unified Communications (4th); and Customer Experience Management (which came in as the 5th biggest challenge)…You can download the full infographic here to discover the top 3 areas of investment: >> <<

However within the customer service and contact center world, the likes of EA, Erie Insurance, Capital One, City of Buffalo, Microsoft, Just Energy and more have told us they are allocating budget to IVR / Speech Recognition / Voice Biometrics #8; Analytics #6;  and Employee Loyalty Rewards & Incentive Programs at #4. Do you agree with the top 3 CX challenges facing the contact center world?

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These challenges and many more are set to be discussed in greater detail in Miami in October where senior executives who will be gathering at the Customer Experience Exchange for Financial Services >> << (October 11th - 12th) and at the Executive Customer Contact Exchange >> << (October 13th - 14).

Do you have what it takes to join these leaders and to change the face of your user experience and your customer service? Email the Exchange team directly on to find out if you qualify to attend (the Exchanges are not for everyone!) and how you can secure you place.

"What I love about this event is that there's a great mix so you get to spend structured time interacting with colleagues for both networking and deepening your knowledge and understanding, it has been absolutely fantastic" Chief Customer Officer, MetLife

'This was a very informative seminar - from the speakers to the vendors - one of the best organized events that I have been to and I have attended over 50!!' Division Head, Consumer Banking, Salem Five Bank

'The conference was well spent time - very well structured and my meetings were relevant and informative. Excellent event.' SVP, Commercial Operations, Carlson Rezidor Group

'This event was most engaging and insightful and provided a plethora of information on how to address the most pertinent and relevant issues within this industry. Well done!!' Director of Customer Service, Swimsuitsforall

Contact:Nick Turner, +44(0)207-368-9484

SOURCE The CX Network