The 2022 State of Consumer Experience Report: The Brand Perspective reveals insights from 120 CX leaders across industries, highlighting both achievements and challenges. Brands rated their CX an average of 3.7 out of 5, with personalization and consistency across touchpoints identified as keys to exceptional experiences. Top challenges include aligning customer journeys to organizational capabilities, silos, and cost pressures. While voice, email, self-help, and live chat remain widely offered, SMS and chatbots are expanding. Data maturity is high, with 60 percent using insights for effective change. Despite legacy and funding hurdles, brands show readiness to evolve CX for loyalty and growth.

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