Futurelab reseach CX challenges 2020

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Futurelab reseach CX challenges 2020

In February & March 2020 we ran research (both a survey and 1-2-1 interviews) amongst CX professionals, to find out what their biggest challenges were.
We have now finished the report and are proud to share it with you.

Some key insights:

  • It remains a problem to get buy-in from the rest of the organization
  • This is partially due to the tendency of many organisations over-estimating their own maturity when it comes to CX
  • Moving from concept to implementation – and driving action – is the main barrier to reach the next level
  • Showing the ROI of CX Programmes remains key – but is also seen as a struggle
  • And finally – almost all CX Managers suffer from these issues – and most think their struggle is unique

Have a look at the report, find out that others share your pain, and let us know what you think of the remedies we offer.

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