Customer experience (CX) is increasingly becoming more competitive. A recent survey finds that 56% of contact center and CX leaders believe customer experience will be the leading differentiator for brands by 2030—trumping employee experience, product quality, price, and corporate responsibility. That means it’s all hands on deck to create an experience customers deem delightful, no matter where the interaction takes place.

Traditionally, the responsibility for customer experience has primarily rested on the contact center’s shoulders. But more and more, organizations are realizing that delivering consistent, exceptional CX requires a holistic approach that extends beyond the confines of any single department. Read the full results of the recent survey of more than 300 contact center, customer experience, and IT leaders across the United States, United Kingdom, and Canada, or see highlights from the report here:

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