1、DATA SNAPSHOTDATA SNAPSHOTThe State of Customer Experience Management,2024James Scutt,XMPPrincipal XM CatalystTalia QuaadgrasResearch Program ManagerMay 2024Copyright 2024 Qualtrics.All rights KEY FINDINGS IN THIS REPORTTo understand the current state of customer experience(CX)management,Qualtrics X

2、M Institute surveyed 234 CX practitioners about their organizations CX efforts.As part of this study,we also asked them to complete our CX Competency and Maturity Assessment and XM-Centric Culture Assessment.From our analysis,we found that:+Over two-thirds of organizations remain in the first two st

3、ages of CX Maturity.Seventy-one of practitioners rated their CX Maturity as either Stage 1:Investigate(41%),or Stage 2:Initiate(30%).Eighteen percent say their organization is in the third stage of maturity(Mobilize),while 2%have achieved the fifth stage:Embed.Use the Customer Experience(CX)Maturity

4、 Assessment to evaluate your organizations CX skills and competencies.+Most organizations have cultures that can nurture XM adoption.Forty percent of CX practitioners say their XM-Centric Culture Level is nurturing or very nurturing,according to the XM-Centric Culture Assessment.Meanwhile,23%of orga

5、nizations have an inhibiting culture,which may prevent XM practices from taking hold.+CX Leaders enjoy better business outcomes.Compared to CX Laggards(Maturity Assessment scores below the median),CX leaders are more likely to report that their CX programs have significantly improved key business ou

6、tcomes for their organization,including customer retention,cross-selling,employee retention,and cost reduction.They are also more likely to describe their organizations financial results as somewhat or significantly better than competitors(63%vs 40%).+Other competing organizational priorities is the