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Now that the dust is settling on the major changes forced on UK contact centres, what difference has this made to how businesses will deliver the customer experience?

The 2020 UK Customer Experience Decision-Makers' Guide is based on hundreds of surveys with UK businesses, and thousands of interviews with British consumers.

The report will show customer experience and contact centre professionals:

  • How the COVID crisis is affecting customer experience, and what organisations are doing about it??
  • How your competition is going to be spending their CX budgets in 2020 and 2021
  • How your CX performance benchmarking scores compare to your competitors??
  • Which technology has the greatest positive impact on customer experience
  • Which channels do customers really want to use - and when?
  • What customers actually want from AI and how it affects the customer experience.

Findings are reported by vertical market and business size, so you can directly compare your CX initiatives with other organisations like yours.

The 20-question online survey is entirely confidential and takes an average of 12 minutes to complete.

Survey participants will exclusively be sent the full report in August, before the launch.

To take part in the survey, please click here.

Kind regards,


Email Signature Logo.jpg? ? ? ?

Steve Hurst


Editorial Director

Engage Business Media

Direct: 01932 506 300





A: Nicholson House, 41 Thames Street


Weybridge, Surrey, KT13 8JG


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Engage Business Media Ltd Nicholson House 41 Thames Street Weybridge, Surrey KT13 8JG United Kingdom +441932506301