2022 cx iq index

Raise Your CX IQ

Find out if you’re exceeding customer expectations or falling behind.

Bridge the Customer Experience Gap

What did we learn from surveying hundreds of consumers and businesses about customer experience? The gap between perception and performance is wide. Your customers are clear about what they want. Now it’s up to you to deliver.

Key Findings


Organizations are overconfident in their current CX strategy.


Data security and privacy are essential to providing superior CX.


True personalization requires consistent omnichannel experiences.


Brands must prioritize agility, speed and consistency.


Consumer sentiment varies significantly depending on the industry.


Business size and location play a role in performance ratings.

2022 cx iq index - cream

2022 CX IQ Index

Customer experience is the ultimate differentiator, trumping price and product. We asked hundreds of consumers to rank which CX attributes matter most to them and to rate the brands they shop. Next we asked businesses how they’re measuring up against customer expectations. Find out what we uncovered — and how you can provide your customers with the experiences they want.

See How You Measure Up

Fill out the B2B Technology CX IQ Scorecard.

Get started on the B2B Technology CX IQ Scorecard




Surveys were conducted online in both the U.S. and U.K. during November 2021 by Radius Global Market Research.



Results are based on surveys of 402 consumers (300 U.S., 102 U.K.) and 350 businesses (250 U.S., 100 U.K.).



Consumers were between the ages of 18 -64. Businesses were represented by marketing, sales and customer service professionals with the job title of director or higher.



Business results are based on surveys across retail, financial services, media/publishing and B2B technology brands.

Discover the Power of Data in Motion

Learn how the AIQ CX Hub helps enterprise brands discover audiences and orchestrate experiences at scale.