Customer Experience at a Crossroads: What Drives CX Success?

The Customer Experience (CX) industry is at a crossroads. Despite much enthusiasm at executive levels and investments in CX teams and initiatives over the past decade, only one in four companies are “winning” – able to quantify CX benefits or achieve a competitive edge.The majority (58%) of the approximately 200 CX initiatives studied in this research are in a “developing” stage, able to cite some benefits. But tangible results are proving elusive for most CX leaders.

The goal of this research was to understand what differentiates Winning CX initiatives to help CX leaders more rapidly and effectively deliver the business value required by senior executives to continue or expand investments.