The State of Customer Experience in 2022/23

What are the main challenges companies are facing to deliver high-quality CX? And what initiatives are they willing to take to deliver a seamless CX?
Report Report Cover
This IFP Customer Experience Report dives deep into the state of the CX landscape, the biggest vendors and their satisfaction ratings and the areas businesses intend to focus on in the coming months to improve customer retention.

Report Snapshot

  • Half of organizations say customer satisfaction metrics aren’t shared across different departments, and this is stopping them from delivering seamless CX.
  • Lack of personalization (16%) and poor communication (14%) were cited as the biggest reasons that businesses fail to retain customers.