Interested in CX in Canada?
(State of CX in Canada)
This report presents a summary of the results and insights gleaned from the first study of the state of CX in Canada. Phase 5 partnered with TMG International Inc. to conduct the study between September 2017 and March 2018.
TMG (a customer experience consultancy) asked 85 medium-to-large size organizations to answer a number of questions on their CX strategy and performance and Phase 5 asked 517 consumers to share their recent experiences with B2C and B2B organizations across a range of industries. Some questions were the same on both sides (e.g. likelihood to recommend, likelihood to switch), and some were unique (e.g. whether organizations have a CX owner, what are the internal barriers to CX implementation).

Author: Arnie Guha Ph.D.
Arnie Guha, Ph.D, is a partner at Phase 5 and the leader of the User Experience practice. Widely regarded as an expert in online user groups and environments, Arnie helps his clients – financial institutions, technology companies, life sciences firms, media companies, publishers and information providers as well as government organizations – develop winning UX solutions and strategies that best respond to market needs and business objectives.