We surveyed more than 2,600 business leaders worldwide who are involved in or familiar with their companies’ approach to CX. Following is a snapshot of what we learned about CX trends, challenges, and priorities.
Of the 2,600 business leaders worldwide, we have found the below CX trends:
- Just 15% qualify as CX Champions, or leaders.
- The rest are either Followers (70%) or Laggards (15%).
- Nearly 75% of CX Champions say their CX strategies are crucial elements in their organization’s digital strategies. Among Laggards, it’s just 23%.
- More than 80% of CX Champions already make significant use of analytics throughout the customer journey, from research to adoption to ongoing engagement. Among Laggards, it’s less than 40%.
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