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The State of Customer Experience Management, 2018

We have evaluated the state of Customer Experience (CX) management at large companies for nine years in a row. This year, the benchmark is based on a survey of 171 companies with at least $500 million in annual revenues. Respondents not only answered questions about CX management, they also completed our CX Competency and Maturity Assessment. This report also includes an assessment that companies can use to benchmark their CX efforts and capabilities.

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