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For Customer Experience Professionals

The State Of CX Management Maturity, 2020

The Benchmark Report In The CX Transformation Playbook

March 16, 2021

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

Why Read This Report

A track record of providing high-quality customer experience (CX) is no guarantee of future CX success — especially in the wake of the COVID-19 pandemic, which turned traditional customer behavior on its head. Organizations that want to provide great experiences reliably must master CX management. Mature CX management means performing key activities across six essential competencies with discipline. We surveyed 735 CX pros about their organizations' CX management maturity in 2020 and analyzed the results to highlight the obstacles and opportunities.

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Table of Contents

  • More Companies Performed Most Of The CX Management Activities
  • Progress In Discipline Helps Explain Higher CX Quality
  • Every CXM Competency Showed Vital Improvements
  • 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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