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


The "US Customer Experience Decision-Makers' Guide (2022-23 – 5th edition)" is a major annual report studying CX strategy, performance, operations and technology of US organizations.

This survey shows how consumer preferences are changing and how brands can respond to ensure they are providing experiences that create lifelong customers. For example, while digital channels and AI-based automation show tremendous promise for reducing agent workloads and shortening average handle times, consumers state that they are currently more comfortable with a live agent on the phone. Instead of replacing live agents, brands should consider how AI can help make them more productive.

Download this white paper to get concrete insights into how you can improve your contact center operations and customer experience to ensure you stay ahead of your competition.