The *US Customer Experience Decision-Makers’ Guide 2022–23* presents insights from 184 senior CX professionals and 1,000 US consumers, analyzing how organizations approach customer experience (CX). It finds that while quality remains the top competitive differentiator, CX is gaining importance, especially in B2C sectors. Key challenges include legacy technology, lack of unified customer views, and limited IT budgets. Although omnichannel strategies are growing, telephony remains dominant. Analytics, first-contact resolution, and employee feedback are vital for CX improvements, yet gaps persist in measurement and follow-through. True CX transformation requires organizational alignment, investment, and consistent customer-centric execution.

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