ContactBabel Report

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

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.