“The 2023-24 US Customer Experience Decision-Makers’ Guide” is based on research with 187 US organizations and 1,000+ interviews with US consumers. 


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Report contents


How Do Organizations Compete?


CX Budget, ROI & Investment

  • Main Aims of the CX Improvement Program
  • CX Investment: People, Process, Technology
  • CX Investment: Channel Focus
  • Corporate Support for the CX Program


  • Current and Future Use of Customer Contact Technology
  • Effect of Technology on the Customer Experience
  • The Role of Analytics in Customer Experience
  • Current and Expected Usage of Video
  • Remote & Hybrid Working

What Does CX Mean to a Customer?

  • The View from the Business
  • The View from the Customer
  • What Do Customers Want & Get from an Organization?
  • First-Contact Resolution Rates, Wait Times & CX

Omnichannel and the Customer Experience

  • Live or Automation?
  • Channels of Choice: High Emotion Interactions
  • Channels of Choice: High Urgency Interactions
  • Channels of Choice: High Complexity Interactions

CX Benchmarking Methods – Use & Effectiveness


CX Developments & Future Strategy



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