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For Customer Experience Professionals

The State Of CX Management Maturity, 2018

The Benchmark Report In The CX Transformation Playbook

December 31, 2018

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This report is part of "Optimize" in The CX Transformation Playbook.

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 2018? To answer that question, we surveyed 381 selected professionals about their organizations' CX management maturity. This report analyzes the results and highlights the obstacles and opportunities.

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Table of Contents

  • CX Management Maturity Is Climbing
  • But Weak And Worsening Discipline Jeopardizes Many Efforts
  • Companies Still Have Dangerous Flaws In Every CXM Competency
  • Gauge Your CX Management Maturity
  • Recommendations

  • Avoid The Most Common CX Management Missteps
  • What It Means

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

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