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US Customer Experience Decision-Maker’s Guide 2019-2020

The “US Customer Experience Decision-Makers’ Guide (2019-20 – 2nd 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 219 senior CX and customer contact professionals between April and June 2019. Analysis of the results was carried out in June 2019. Additionally, a survey of 1,000 US consumers was carried out in June 2019 in order to understand their attitudes to elements of businesses’ CX programs.

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