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Research

The State of Customer Experience Management, 2019

To understand the current state of customer experience (CX) management, we surveyed 212 large companies with at least $500 million in annual revenues. Respondents not only answered questions about their organizations’ CX efforts, they also completed our CX Competency & Maturity Assessment, which evaluates the six experience management (XM) Competencies: LEAD, REALIZE, ACTIVATE, ENLIGHTEN, RESPOND, and DISRUPT. This report includes a copy of our CX Competency & Maturity Assessment so that organizations may compare their performance to our benchmark data.

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