The UK Customer Experience Decision-Makers’ Guide 2022-23

The "UK Customer Experience Decision-Makers' Guide (2022-23 – 5th edition)" is a major annual report studying the CX strategy, performance, operations and technology aspects of UK organisations.

Taking a random sample of the industry, a detailed structured questionnaire was answered by 218 senior CX and customer contact professionals between April and June 2022. Analysis of the results was carried out in July and August 2022.

Additionally, a survey of 1,000 UK consumers was carried out in June 2022 in order to understand their attitudes to elements of businesses’ CX programmes and what they understand a positive customer experience to be.

ContactBabel is grateful for the support received from the sponsor of the report. Complete editorial independence has been maintained at all stages, and readers can be confident about the objectivity of the report’s findings.

Third-party White Papers, case studies and thought leadership pieces may also be referenced to assist readers who may wish to look more in-depth at specific areas or to gain another viewpoint.