Data Overview Report

The State Of Customer Experience Teams, 2022

Our Global Study Betrays Organizations’ Continued Low CX Maturity

June 21st, 2022
Judy Weader, Principal Analyst
Judy Weader Principal Analyst
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
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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