CX Responsibility Beyond the Contact Center

Today’s customer experience (CX) isn’t confined to the contact center. Customers interact with your brand across sales, billing, marketing, field service, and more. But disconnected systems and siloed data make it difficult to deliver the seamless, personalized experiences customers expect.

This ebook reveals how leading organizations are aligning teams, sharing data, and breaking down silos to make CX a company-wide priority—not just a contact center function.

CX is evolving—and responsibility is expanding.

Customer conversations happen everywhere—not just in the contact center. But when systems and teams aren’t aligned, every handoff becomes a risk. Disconnected tools slow response times, confuse customers, and keep insights trapped in silos.

This report shows how to turn that around.

What you’ll learn:

Why 98% of business leaders say CX is an org-wide initiative
The top CX pain points in today’s businesses
How integrated systems drive better outcomes
Where leading brands are making real progress