RESEARCH
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The state of customer experience management, 2024

To understand the current state of customer experience (CX) management, Qualtrics XM Institute surveyed 234 CX practitioners about their organization’s CX efforts. As part of this study, we also asked them to complete our CX Competency and Maturity Assessment and XM-Centric Culture Assessment.

In this report, you'll learn
    • Over two-thirds of organizations remain in the first two stages of CX Maturity
    • Most organizations have cultures that can nurture XM adoption
    • CX Leaders enjoy better business outcomes
    • Other competing organizational priorities is the top obstacle to CX success
The world’s top brands trust Qualtrics to deliver breakthrough experiences
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