CCA Thought Leadership Report

CX – We Know Where the Future is Going, but How Do We Get There?

Monitoring customer experience trends is critical to staying competitive and delivering exceptional customer service. CX professionals observed two clear trends shaping the ways in which we communicate with customers in the future.

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The Research

CCA surveyed 56 senior customer experience professionals in 2023 about customer behaviours and channel usage, vulnerable customers, CX measures, the alignment of brand and customer experience in their organsiations. Respondents were also questioned about future challenges and what they regard as the drivers of change relating to customer experience. The survey findings were analysed and interpreted in a desk research phase alongside contextual information from other sources including CCA’s research archive.

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Inside this Report

Exploring CX measurement
Common customer frustrations
Impact of the rapid shift to digital
Customer behaviour and channel usage
Future areas of challenge and drivers of change

We are a global leader in the customer experience lifecycle, digital transformation, and business process management.

HGS is helping its clients become more competitive every day.

HGS combines automation, analytics, and artificial intelligence with high quality talent and deep domain expertise to achieve superior outcomes in the areas of digital customer experience, back-office processing, contact centers, and HRO solutions.

In finding the perfect balance of people and technology, we build our clients’ businesses for the future.

About Hinduja Global Solutions (HGS)

A global leader in business process management (BPM) and optimizing the customer experience lifecycle, HGS is helping make its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital transformation with deep domain expertise focusing on back office processing, contact centres, traditional and digital customer care, and HRO solutions to deliver transformational impact to clients. Part of the multi-billion-dollar conglomerate Hinduja Group, HGS takes a true “globally local” approach, with over 41,110 employees across 59 delivery centres in seven countries.