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For Customer Experience Professionals

The State Of CX Management Maturity, 2019

The Benchmark Report In The CX Transformation Playbook

April 17, 2020

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

Why Read This Report

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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Table of Contents

  • Fewer Companies Performed Any Of The CX Management Activities
  • Weak And Worsening Discipline Helps Explain Stagnating CX Quality
  • Dangerous Gaps Widen Across 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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