Executive Summary

Customer experience (CX) leaders often need to outsource tasks related to their internal CX ecosystem. Consultancies and agencies offer a multitude of services that can solve many problems, but CX leaders can struggle to figure out which ones they need. Ultimately, CX leaders want to maximize their bang for buck in support of their program.

Key Question: How can CX leaders figure out what they need from—and how to best work with—consultancies and agencies to achieve their goals?

KEY STAT: The top seven priorities of CX professionals require resources that CX leaders need to outsource.