2024 CX EXECUTIVE RESEARCH REPORT
By the Numbers
Customer Experience Metrics
Everyone understands the importance of
customer experience (CX) metrics like customer
satisfaction scores (CSAT) and net promoter
scores (NPS). Nearly four of five retail executives
(78%) consider CX metrics their top performance
indicators.
Meanwhile, 61% of all executives surveyed
say these metrics are the most important to
their organization. Those that recognize the
importance of CX metrics are shifting their
contact centers to become a loyalty and revenue
generating center.
Additional metrics to consider include the lifetime
value of a customer, the customer health score,
and customer growth engine. These value-based
metrics offer executives supplementary insights
about a customer’s impact at an organization
over time. A customer’s lifetime value shows
the financial impact they have for the duration
of their contract, whether months or years. A
customer health score provides a value for the
health of a customer through select inputs that
span the entire customer experience. Discover
the customer growth engine by subtracting
customers lost from customers gained on a
quarterly basis. This number shows customers
entering vs. leaving the market journey.
Challenges With Technology Investments
Over half (52%) of respondents find building
a compelling business case for technology
investments challenging. This issue is acutely
felt in healthcare (88%). In our experience,
companies that build a strong business case
and define the business requirements and
technology needs to support those requirements
clearly have significantly more successful
implementations.
Although technology may require a significant
initial investment, the long-term benefits, such
as improved customer experiences, increased
retention and reductions in care costs are
invaluable.
Nearly 60% of respondents from Fortune 1000
organizations say contact center technologies
have the greatest positive influence on customer
experience. This includes self-service tools,
including appointment scheduling applications
and online bill pay platforms. In fact, up to 70
percent of medical patients prefer to schedule
their own appointments, according to 2021 data.
Automation tools, especially text reminders and
after visit communications, are just as important.
With the help of automation and AI, connecting
with customers before and after visits is not only
quite simple, but proving to be profitable when
creating loyalty.
The Workforce of the Future
The workforce dynamics of contact centers vary
by industry. While some sectors lean toward
traditional in-office setups, others embrace
the hybrid model. This diversity necessitates
adaptable strategies for training and productivity
assessment.
The proliferation of hybrid and remote work is
reshaping how businesses hire and manage their
workforce. When asked to provide insights about
the future workforce, 42% of respondents foresee
a hybrid model.
To prepare, your organization must first
determine its preferences and consider how
these views align with those of current and
prospective employees. While you may prefer an
in-office approach, many workers find hybrid or
remote options more appealing. However, 64%
of Fortune 500, 50% of telecom, and 43% of retail
executives prefer traditional, in-office setups.
Therefore, you must consider a solution that will
meet your staffing needs while delivering the
best possible experience to your customers.