The US Customer Experience Decision-Makers' Guide 2022-23

The US Customer Experience Decision-Makers' Guide 2022-23 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.

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.