What does CX success look like?

In this, our 13th annual report on the UK customer, we focus on: Customer excellence – who are those organisations leading in the field this year? Purpose and value – how are businesses using purpose to create, preserve and prevent the erosion of value? Balancing value with price – to grow, brands must provide customers with more value than ever before, requiring a deep commitment to a higher purpose

Value and values

This year’s report highlights how the leading companies have demonstrated they serve a common good through low cost, purpose-driven experiences that fuse values and value.

Purpose

How are businesses using purpose to create, preserve and prevent the erosion of value, through deep insights about their customer?

Experience

How are the leading organisations bringing this to life every day to deliver customer experience excellence?

Value

How are businesses balancing the value of purposeful experiences with price and cost of living pressures?

When it comes to value, values matter."

Tim Knight, Partner, UK Head of Customer & Operations