RESEARCH

The state of customer experience management, 2023

To understand the current state of customer experience (CX) management, Qualtrics XM Institute surveyed 220 CX practitioners at companies with 1,000 or more employees about their organizations’ CX efforts and asked them to complete our CX Competency & Maturity Assessment.

In this report, you'll learn
    • CX is a high priority for most organizations
    • Most organizations are in the first two stages of CX maturity
    • Organizations are planning to expand into new CX technologies
    • CX leaders' business outcomes
    • ‘Other competing organizational priorities’ is the top obstacle to CX success
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