Trends Report

The State Of CX Management Maturity, 2017

Augment The Six Management Competencies, And Enhance Capabilities To Improve Customer Experience

June 19th, 2017
Rick Parrish, Vice President, Research Director
Rick Parrish Vice President, Research Director
With contributors:
David Truog , William Willsea , Laura Glazer

Summary

Organizations that want to provide great customer experience (CX) reliably must master CX management because even a track record of high-quality CX is no guarantee it will continue. Mature CX management means performing key activities across the six essential competencies of CX management with discipline. How many firms do this in 2017? To answer that question, we surveyed 388 selected professionals about their organizations' CX management maturity. This report analyzes the results and highlights the obstacles and the opportunity.

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