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The 2022-23 UK CX Decision-Makers' Guide

Customer Experience Benchmarking Guide

The 2022-23 UK CX Decision-Makers' Guide

New benchmarking research on UK customer experience

The 2022-23 UK Customer Experience Decision-Makers’ Guide”, explores the CX strategy, performance, operations, and technology aspects of UK organisations. It analyses the survey results of 218 senior CX and customer contact professionals in addition to 1,000 consumers.

Published by ContactBabel and sponsored by Enghouse Interactive, this report is now available for download.

How does your CX performance compare to your competitors

  • Which technologies have the most positive impact on CX
  • What are the top channels that customers want to use – and when
  • Has lockdown changed how comfortable customers are talking via video
  • How does automation affect the customer experience
  • What is the expected CX investment for people and technology

Findings are reported by vertical market and organisation size. So you can easily compare your CX initiatives to companies like yours.

Download your copy of this useful contact centre report for the latest UK CX measurements and benchmarks.

2022-23 UK CX Decision-Makers’ Guide

Please download your copy below

2022-23 UK CX stats include

  • First-call resolution rates (2004 – 2022)
  • Proportion of calls that are complaints about the contact centre (2010-22)
  • Customer satisfaction score – actual and target
  • Current and expected usage of video agents in the contact centre
  • Proportion of agents remote or hybrid working (mid-2022 & estimated mid-2023)
  • Preferred method for contacting a company by age range and socio-economic group
2022-23 UK CX Decision-Makers' Guide

Make every customer experience count