The "US CX Decision-Makers' Guide (2018 – 1st 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 234 senior CX and customer contact professionals between November 2017 and March 2018. Analysis of the results was carried out in April 2018. Additionally, a survey of 1,000 US consumers was carried out in March 2018 in order to understand their attitudes to elements of businesses’ CX programs.
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