About this report
CX Leaders Trends & Insights is an evolution of Execs In The Know’s longstanding research series, the Customer Experience Management Benchmark (CXMB) Series, published from 2012–2021. Like its predecessor, the CX Leaders Trends & Insights Series will be published twice yearly, with a Consumer Edition published each fall, followed by a Corporate Edition published each winter, anchoring Execs In The Know’s extensive CX Research activities.
The Consumer Edition reveals the experiences and opinions of consumers through a series of online research surveys, while the Corporate Edition reveals the insights, strategies, and best practices of industry leaders through an extensive direct-to-participant industry survey. Both volumes also include greater depth thanks to the inclusion of “Practitioner’s Perspectives,” snapshot analysis from some of the industry’s most well-regarded senior CX leaders, providing an insider’s view into how specific results relate to their company’s strategies, initiatives, and priorities.
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