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ContactBabel report: The U.S. Customer Experience Decision-Makers’ Guide 2021-22


Your customers are clear about what they want—are you listening to them? The latest report from ContactBabel compiles thousands of consumer interviews and survey results from hundreds of U.S. companies to decipher exactly what customers expect and how organizations can respond in their decision-making processes.

Your 2022 CX decisions are likely to be both widespread and highly specific, but they may not be what you’d expect. For example, did you know that the most-voiced factor about CX innovation isn’t technology, but rather personalization? ContactBabel recognizes that consumer shifts and organizational trial-and-error have changed how customers feel about their journeys and experiences, and are highlighting how you can make the right decisions in 2022 and beyond.

The report includes:

  • How the pandemic has affected CX
  • What CX means to your customers
  • Why managing your CX budget, ROI, and investment is crucial
  • And much more

Listen to your customers—and then follow their lead.