Trends Report

The State Of CX Management Maturity, 2020

The Benchmark Report In The CX Transformation Playbook

March 16th, 2021
Rick Parrish, Vice President, Research Director
Rick Parrish Vice President, Research Director
With contributors:
Harley Manning , Ben Salamin , Shayna Neuburg

Summary

A track record of providing high-quality customer experience (CX) is no guarantee of future CX success — especially in the wake of the COVID-19 pandemic, which turned traditional customer behavior on its head. Organizations that want to provide great experiences reliably must master CX management. Mature CX management means performing key activities across six essential competencies with discipline. We surveyed 735 CX pros about their organizations' CX management maturity in 2020 and analyzed the results to highlight the obstacles and opportunities.

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