
White Paper
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.

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