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The State of Customer Experience in Canada - 2018

The State of Customer Experience in Canada - 2018

Over the period of September 2017 to March 2018, CX Week Canada's Media Partner, TMG International asked 85 medium-to large size organizations in Canada a number of questions about their CX strategy and performance.

  • Only 5% of CX employees surveyed felt like had a sense of employee empowerment
  • Only 27% of organizations supplement their training with ongoing coaching
  • 47% of organizations believe they lack internal alignment lack an understanding of their CX goals
  • 67% don't know whether hiring and evaluation is tied to their CX stratagies


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