CX IMPERATIVES

Industry Insights for the Experience Economy

The latest edition of our flagship research series takes an industry-level look at what consumers want from their brand experiences and if organizations are rising to the occasion.

Find Your Industry Report


Automotive

A car is a big investment – in the vehicle itself and the maintenance that follows. A great customer experience can turn a one-time purchase into long-term revenue. 

Explore automotive insights

Financial Services

Financial decisions are personal – and experiences built on trust and understanding are critical. Learn what your audience wants and where you can focus to meet their changing needs.

Explore financial services insights

Healthcare

Patient experiences are often emotional, and how you show up matters. Discover what your customers need to feel cared for.

Explore healthcare insights

Tech & Telecom

Tech and telecom serve both B2B and B2C buyers; and while their sales cycles differ, their expectations are similarly high. Learn which CX elements will make a difference.

Explore tech and telecom insights

Media & Entertainment

Consumers are already excited to buy what you sell. Learn how to make the entire experience even more engaging and valuable by using the right technology and strategies.

Explore media & entertainment insights

Nonprofit

Donors want to feel connected to the causes they support. See what will make their experiences better and strengthen their affinity for your organization.

Explore nonprofit insights

Retail & CPG

Whether they’re shopping for basics or luxuries, your customers expect smooth engagement at every touchpoint. Understand what they’re looking for pre- and post-purchase to create valuable experiences.

Explore retail & CPG insights

Travel & Hospitality

Travel is an investment, and one poor experience can sour an entire relationship. Learn how to delight customers at every stage, from booking to post-trip, and keep them coming back for more.

Explore travel & hospitality insights

ABOUT THE RESEARCH

Hear from customers and business leaders alike

Our globe-spanning survey reveals what customers really want and the common traits shared by brands leading in the CX space


  • 2,100

    The number of consumers we surveyed as part of our research
  • 820

    The number of business leaders we surveyed as part of our research
  • 18

    The number of countries represented in the survey data
  • 8

    The number of different industries represented in the survey data

Ready to read on?

MORE FROM THE CX IMPERATIVES

Explore the rest of the research

Step in to the shoes of customers and hear what they really want or get an in-depth look at what separates brands who are CX leaders.

CX Imperatives ebooks part 1, 2 and 3