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For Customer Experience Professionals

The State Of CX Management Maturity, 2017

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

June 19, 2017

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Why Read This Report

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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Table of Contents

  • At First Glance, Most Firms Appear To Do Extensive CX Management
  • But Looking Deeper Reveals That In 2017, Most Really Don't
  • CX Pros Think They're Helping Grow Empathy But Few Others Agree
  • Gauge Your CX Management Maturity
  • What It Means

  • Smart Firms Will Seize The Opportunity To Break Away
  • Supplemental Material
  • Related Research Documents

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