In this new, original research report we explore how different thinking is required when organisations connect and relate to customers. Capturing customer feedback regarding your organisation, product, or service, and using the insights to help create and improve customer experience will be critical for the voice of customer to lead successful and meaningful change.

Customers have both been pushed and have pulled us to meet their rising and adapting expectations over the last 10 years. Post-pandemic and post-Brexit, those expectations continue to adjust.

It has been estimated poor customer service is costing UK businesses £11.4bn a month in lost productivity with employees averaging one day a week dealing with problems[1]. At the same time the cost-of-living crisis is driving customers to scrutinise their outgoings for possible areas of saving - 55% of people within the UK are concerned about economic issues and are struggling to meet their monthly outgoings[2].

DOWNLOAD this new CCA report produced in partnership with HGS to understand the latest insights on future CX, the impact of brand loyalty, learning from today's challenges for tomorrow's solutions.