The UK Customer Experience Decision-Makers’ Guide 2024-25

Using survey data from the industry and UK customers the latest annual report dives deep into critical business challenges and attitudes to customer experience.

This Kerv-sponsored independent research, conducted by Contact Babel, offers valuable insights into CX strategy, performance, operations and technology, including:

• Across all industries 51% of respondents thought that customer experience was more important than quality of product/service and price.
• When asked to rank the main aims of any CX programme, 65% put ‘increase customer retention rates‘ in the first or second position.
• Legacy technology is actively holding back customer experience for 46% of survey respondents.

For more information on these and other conclusions, download the full report now.