Industry
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Executives expect customers and employees to get more demanding
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CX-centric culture levels, 2024
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XMI customer ratings – overall scores, 2020 (by industry)
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XMI customer ratings – overall scores, 2021 (by industry)
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XMI customer ratings – consumer NPS, 2023 (by industry)
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XM discussions: Leading through uncertainty with American Express
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The state of customer experience (CX) maturity, 2024
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The gap between consumer likelihood to recommend and their behavior
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Executives overestimate how well their organizations use customer and