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).