ContactBabel Report

The US Customer Experience Decision-Makers’ Guide 2021-22

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The “US Customer Experience Decision-Makers’ Guide (2021-22 – 4th 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 181 senior CX and customer contact professionals between April and June 2021. Analysis of the results was carried out in June and July 2021.

Additionally, a survey of 1,000 US consumers was carried out in June 2021 in order to understand their attitudes to elements of businesses’ CX programs and what they understand a positive customer experience to be.

Download your copy of the report to discover insights and analysis to help your organization keep up with trends and stay competitive in the rapidly changing world of CX.

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Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.