CX Champions Share Their Secrets

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%.

Download to learn more of the results.