The “US Customer Experience Decision-Makers’ Guide (2022-23 – 5th edition)” is a major annual report studying the CX strategy, performance, operations and technology aspects of US organizations.
Taking a random sample of the industry, a detailed structured questionnaire was answered by 184 senior CX and customer contact professionals between April and July 2022. Analysis of the results was carried out in August 2022.
Additionally, a survey of 1,000 US consumers was carried out in June 2022 in order to understand their attitudes to elements of businesses’ CX programs and what they understand a positive customer experience to be.
