The US Customer Experience Decision-Makers' Guide 2019-20

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Customer Experience consistently ranks as a top strategic differentiator in business today - directly affecting agent churn, customer retention, and your bottom line.

The US Customer Experience Decision-Makers’ Guide 2019-20 from ContactBabel and Serenova is a major annual report studying the CX strategy, performance, operations and technology aspects of US organizations, and their customers.

ContactBabel surveyed more than 200 senior CX and customer contact professionals, along with 1,000 US consumers to understand attitudes and elements of businesses' CX programs. 

Read this report for analysis including:

  • How important is CX to organizations?
  • CX Budget, ROI, and Investments
  • Current and Future Technologies
  • What does CX mean to Your Customers?
  • Omnichannel and the Customer Experience
  • CX Benchmarking and Future Strategy


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