US Customer Experience Decision-Makers’ Guide

Since 2018, our annual report “The US Customer Experience Decision-Makers’ Guide” has given a detailed view of the business drivers impacting customer experience, showing through primary research with US organizations how they are trying to give superior service to customers. 

Key to the report’s insights is a 1,000-strong customer survey which looks at CX from the customer’s perspective: what do they really value when contacting a business, and are they receiving it?

Written for US customer experience and contact center professionals, the report shows:

• What customers say really influences their experience

• How your CX performance benchmarks compare to your competitors

• Which technologies have the greatest positive impact on CX

• Customers’ opinions, concerns and experience of AI for customer service

• How is AI being employed for customer experience – and what are the plans?

• The channels that customers really want to use – and when.

Findings are reported by vertical market and organization size, so you can compare your CX initiatives to organizations like yours.

Free to download.