Customer Experience Strategy Report

Customer Experience Strategy Insights


Fifth Quadrant has engaged with senior level decision makers who have an influence over their organisation’s Customer Experience Strategy and Customer Experience Management - (CX).

The objective of the study was to understand the status of Omni-channel Strategy across organisations:

  1. Why are they doing it?
    • Implementation status
    • Drivers of CX Strategy
    • Responsibility for driving CX
    • Barriers
    • Measures of success
  2. Current performance
    • Ability to deliver high CX
    • CX performance
    • Customer insights collated
  3. Where to next?
    • CX trends
    • Next innovation in CX
    • Improvement priorities
    • Beneficiaries of CX