The pandemic has accelerated change in organizations, requiring them to invest in tools to enhance employee experience and capability. AI, disruptive innovations, and customer choice are driving a need for a harmonized, progressive CX strategy. Employees are highly engaged in delivering CX, and CX agents are equipped with tools that enable full capability and augment customer insights. Hyper-automation is expected to bring significant value to CX, with a majority of organizations managing their CX with AI and robotic solutions within 12 months. However, just 17.9% of global consumers rate digital/self-service CX at promoter level, highlighting the need for human-centered customer journeys. CX leaders are doing better, with a majority of global consumers saying they're easy to do business with.
