We're proud to share that our "State of Customer Experience in Canada - 2020" report has been identified by the Canadian Marketing Association as recommended reading. In their latest weekly Top 5 Picks Newsletter (issued September 25th), the CMA featured our recent study, which you can access now on our site.
The report presents results and insights gleaned from our study of the state of CX in Canada in 2020, as compared with our inaugural study completed in 2018. Phase 5 partnered with TMG International Inc. to conduct this study in February and March of 2020, with supplementary qualitative interviews in June 2020.
TMG (a customer experience consultancy) asked 83 medium-to-large size organizations to answer a number of questions on their CX strategy and performance, and Phase 5 asked 1,000 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).