2023-2024 Customer Contact Executive Benchmarking Report

A recent survey of global customer contact enterprise leaders identified top challenges and priorities in 2023 and ahead to 2024. As budgeting and strategic planning for 2024 begin, it is critical for leaders to compare their priority list with peers. 

---

• Creating a frictionless customer experience and retaining talent are the top, most urgent priorities for customer contact leaders
• Managing technology transitions is the third most urgent priority – the tech suite is the biggest obstacle for creating a frictionless CX
• Managing technology transitions and increasing adoption of the self-service channel are both higher priorities than last year