The State Of CX Management Maturity, 2019

April 17th, 2020

Rick Parrish Vice President, Research Director

With contributors:

Harley Manning , Ben Salamin , Shayna Neuburg

Summary

Even a track record of providing high-quality customer experience (CX) is no guarantee of future CX success. Organizations that want to provide great customer experience reliably for years to come must master CX management. Mature CX management means performing key activities across six essential competencies with discipline. How many firms did this in 2019? To answer that question, we surveyed 122 CX pros about their organizations' CX management maturity. This report analyzes the results and highlights the obstacles and opportunities.

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