The US Customer Experience Decision-Makers' Guide
Introducing the Inner Circle Guides by Contact Babel, a comprehensive series of analyst reports delving into crucial customer contact solutions. These guides are meticulously crafted to provide an in-depth and conclusive understanding of the implementation and utilization of various technologies. They offer an insightful evaluation of vendors and products in the market, coupled with a forward-looking perspective on what the future holds.In the spotlight is the "US Customer Experience Decision-Makers' Guide (2023-24 – 6th edition)," a pivotal annual report dissecting the CX strategy, performance, operations, and technology landscape of organizations in the United States. This report is the result of extensive research, where 187 senior CX and customer contact professionals participated in a detailed structured questionnaire between June and August 2023. Their responses form the backbone of this authoritative study, providing valuable insights into the industry's pulse.In this paper, you’ll learn:
- How important is customer experience to organizations?
- Effect of technology on the customer experience
- The onmichannel customer experience
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Building Signal: Inside Cresta’s AI Concierge
Go behind the scenes on how Signal came to life. From seamless chat-to-voice experiences to real-time guidance, transparency, and action, Signal showcases what’s possible when AI is designed to understand, assist, and adapt.
What CX Orgs Must Get Right in 2026: Building a Human + AI Workforce
Tune into this fireside chat to hear no-hype predictions on how humans and AI agents will work together in CX — and what organizations must do now to prepare.
Alaska Airlines + Cresta: Service at a New Altitude
Learn how Alaska Airlines uses Cresta to understand why guests are contacting them in real time, equip agents with just-in-time knowledge, and reduce friction across the travel experience,all while delivering fast, caring service at scale.