The State Of CX Management Maturity, 2018

December 31st, 2018

Rick Parrish Vice President, Research Director

With contributors:

David Truog , Ben Salamin , Shayna Neuburg

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 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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