Canadian consumers desire more than just seamless customer
experiences; they value empathy, knowledgeable support and the ability
to speak with a real person when it matters. “The State of Customer
Experience: Canada” report reveals how customer expectations are
evolving, and where customer experience (CX) leaders are focusing
their efforts to create more human, personalized experiences.
This report shares insights into preferences for live-agent interactions
and the strategic investments being made by organizations in AI and
cloud technology. It provides a snapshot of the factors shaping the
future of CX in Canada and opportunities for organizations to excel in
the CX space.
Uncover insights from our survey into:
- Expectations of Canadian consumers for service interactions
- Key challenges and priorities facing Canadian CX leaders
- How brands are investing in personalization and digital
transformation