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Research report

The US Customer Experience Decision-Makers' Guide 2019-20

Enhance your CX and set your brand apart

Find out more about your customers’ preferences and gain insights into what they value in customer experience. With information gathered from over 200 senior customer experience and customer contact professionals as well as 1,000 consumers, this report gives you insights to improve your customer experience strategy. The report covers:

  • Why customer experience is important
  • Customer experience budget, ROI and technology
  • What customer experience means to customers
  • Information on omnichannel and customer experience
  • Customer experience benchmark and strategies

Discover how and why organizations are driving radical customer experience improvement programs with the analyst guide, “US Customer Experience Decision-Makers’ Guide (2019-20 – 2nd edition).”