White Papers

Here at the Customer Experience Foundation, we like to keep on top of all the latest news for the CX industry. In addition, we regularly feature and create white papers and reports, all available for you to download for free. 

You can see below our latest white papers and reports which are ready for you to download.

To publish your White Paper or Industry Research, please email Nina (nina@cxfo.org).

What does the future of CX look like?

If we’ve learned anything from the past two years, it’s that nothing stays the same. As new technology comes online, and customers’ attitudes and needs evolve, your CX must change too. In this white paper from CXFO Foundation Partner, Ventrica, you can find out where CX is at today, and how changes in customer behaviour give us clues to what the CX of tomorrow will look like. Download the report to find out more.

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The Countdown to 2030 – Preparing the industry for the electric vehicle take over

Electric vehicle uptake has been slower than expected since the world’s leading manufacturers introduced ranges of fully electric and hybrid models. Higher upfront costs when compared to traditionally fuelled vehicles and concerns about the fragmented network of charging infrastructure has suppressed consumer demand.
In this report from CXFO Foundation Partners Arvato, we hear from four leading experts in the UK’s automotive industry with their insight on the challenges businesses across the industry are facing, the opportunities presented by the growth in adoption levels and what the shift to electrification will mean for customer experience. Download the report to find out more.

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BPO and Outsourcing Industry Council Report

For our Inaugural CXFO Industry Council for the BPO and Outsourcing sector, we invited leading organisations to come together for the first time, to discuss these challenges and how the industry and those within it can best position itself to meet them. These insights and sharing of best practice will help to change the future of delivery in the sector for all stakeholders. In the report we have highlighted the key topics which were discussed during the roundtable event and the thoughts of the attendees, as well as any outcomes which have followed. Download the report to find out more.

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Travel & Leisure Industry Council Report – Summer 2022

The Travel sector was one of the worst, and most immediate sectors, affected by the pandemic, and the last to return to service post global lockdowns. It now faces the triple challenge of meeting customer expectations, staffing challenges, multilingual communication methods and technology advancements. We invited leading brands to discuss a variety of topics which are affecting the sector right now. These insights and sharing of best practice will help to change the future of CX in the sector. In this report we have highlighted the key topics which were discussed during the roundtable event and the thoughts of the attendees, as well as any outcomes which have followed. Download the report to find out more.

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It’s time for retailers to up their personalisation game

The last 12 months have been characterised by lightning-fast digital transformation as retailers were forced to adapt to a revolution in buying habits in order to keep pace. Despite the rapidly evolving marketplace, CX remains key to consumers and brands alike. The assumption however that your customer journey should now be packed with cutting-edge technology at every touchpoint is a misconception. For any brand wanting to achieve this balance, this how-to guide is here to walk you through the journey towards an efficient, hyper-personalised CX that will delight customers and keep them coming back time and again. To receive your free copy, just fill in the quick form. Once you press submit you will be able to download the document.

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CXFO Retail Industry Council Report – Summer 2022

As the retail sector begins to recover from the effects of the pandemic, it is now faced with a different challenge: Inflation. As with many other industry sectors, the pandemic has also had an impact on recruitment and employee requirements, creating a ‘Candidates’ Market’.

For the first of our CXFO Industry Councils for the Retail sector, we invited leading brands to discuss a variety of topics which are affecting the sector right now. These insights and sharing of best practice will help to change the future of CX in the sector. Download the report to find out more.

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