Today we are talking about some research we did about the future of customer experience. We regularly go out and survey professionals and consumers to understand trends in the space, so we want to dive into our latest research report. We surveyed over 100 CX professionals, gathered research, and now will be sharing it with you to reveal some of the interesting findings we’ve gathered through these surveys.

Will the role of customer service become more important to fuel business growth over the next 3 years? 1:53
Which channels will grow more in popularity over the next 3 years? 3:32
What percentage of CX professionals are preparing to service through live video/VR? 5:26
Top 3 priorities for CX organizations to achieve by 2025 7:22
Where will CX organizations be investing their money in the next few years? 9:17
Will personalization become more important? 14:27

“81% of CX organizations report that reducing wait times is an extremely important priority to achieve within the next 3 years. No doubt, I mean waiting on hold with customer service is a tale as time, isn’t it? And it’s one that provides a surefire way to create a ticked off customer.” 8:07