2020 Customer Experience (CX) Transformation Benchmark

This report includes:

  • Global and region-specific findings from the 2020 business wave of the research
  • Trends for 2020 vs 2019
  • Channels that businesses offer along with their own assessment of the quality of the service they provide, across both agent-assisted and self-service channels


  • 2020 business wave of contact centre decision makers was fielded April 2020. Trends reported are based on 2019 business wave that was fielded November to December 2018.
  • Screening criteria included contact centre decision-makers in companies with at least 50 employees and at least 25 contact centre agent stations
  • Total completed surveys: 1,006
    • United States: 302 completed surveys
    • Canada: 103 completed surveys
    • United Kingdom: 301 completed surveys
    • Australia: 300 completed surveys

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