Beating the Blockers: CX Transformation

Presented: 1st December 2021

Hear what customer experience business leaders say is holding back CX transformation

Revealing research conducted with 360 senior Customer Experience (CX) and Digital Transformation management at leading UK-based financial services businesses, NHS trusts and in local government.

Of course, COVID has accelerated digital transformation to meet customer demands. The complexity of legacy systems, a lack of technical expertise and organisational culture are now holding companies back when it comes to driving improvements in customer experience.

This webinar revealed exclusive first insight of customer experience market research conducted in September 2021. This research was commissioned by Netcall in collaboration with Davies.

Exclusive first insight into CX market research

Available now to download: Our Chief Innovation Officer, Richard Farrell, and our Product Marketing Manager, Ken Ume, were joined by Craig John, Global Innovation Director at Davies. They shared an analysis of the findings, looking at the drivers and barriers in each sector, which included:

  • Customer channel choice and the desire to be omnichannel – unsurprisingly, 99% want to be omnichannel, yet only 26% claim to have achieved it. Why such a huge gap? And how precisely do you define omnichannel?
  • What are the biggest barriers to CX transformation? Analysis of the factors that are blocking change for each sector – and some slightly surprising drivers.
  • Practical examples of how organisations like yours are approaching the same challenges that you face in 2022, with pragmatic advice and take-aways to drive decision making.

Learn about what this means for the direction of travel for CX design in 2022 and a post-COVID world.

To watch the webinar in full, complete the form and we will send the webinar to your inbox.


Customer Experience Research conducted by Hayhurst Consultancy for Netcall and The Davies Group in August-September 2021. 360 senior Customer Experience and Digital Transformation management at leading UK-based Financial Services businesses, NHS Trusts and in Local Government were surveyed.

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