Global Benchmarking Series

This Series will focus on the latest customer experience (CX) trends, especially in the customer care industry.

As we begin our research, we need to hear from customer experience professionals like you!

Share insights, opinions and best practices from your CX management experience. Your answers will be anonymously aggregated with hundreds of other responses in the final report.

There are 6 survey links below. Please complete any surveys that apply to your role. Each one should take no more than 8-15 minutes to complete.

Please note that you can save the survey and come back to it later using the same device.

As a token of our appreciation for your time and support, you’ll receive a complimentary report of your choice.

This survey asks for insights about commonly used customer care platforms, platform satisfaction levels and artificial intelligence in the customer care industry.

This survey asks for insights about the most popular channels used for customer care issues, including their growth, volumes and future strategies.

This survey asks for insights about current hiring, recruiting and coaching practices for customer care staff. It also seeks input regarding work-at-home trends and initiatives to improve the employee experience.

This survey asks for overall strategic insights and is well suited for roles owning CX strategy and execution.

This survey asks for insights about various channels’ QA programs, QA approaches, QA data applications, etc.

This survey asks for insights about WFM tools, forecasting practices and initiatives for an efficient and agile WFM program.