Data Overview Report

The State Of Customer Experience Teams, 2022

Our Global Study Betrays Organizations’ Continued Low CX Maturity

June 21st, 2022
With contributors:
Rick Parrish , Ananya Suresh , Shayna Neuburg

In February and March 2022, Forrester fielded a global survey to customer experience (CX) professionals about their firms’ CX function, including team size, responsibility, budget, and reporting structure. The data reveals that there is no one single model for a CX team structure and that many firms still operate at a low level of CX maturity in key areas, such as measurement and prioritization. This report summarizes our findings for CX leaders seeking a benchmark for their CX function and recommendations to improve the maturity of their own program.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.