1、DATA SNAPSHOTDATA SNAPSHOTExperience Management Trends,2024James Scutt,XMPPrincipal XM CatalystTalia QuaadgrasResearch Program ManagerMarch 2024Copyright 2024 Qualtrics.All rights KEY FINDINGS IN THIS REPORTAs part of Qualtrics XM Institutes Q1 2024 Experience Management(XM)Professionals Study,we as

2、ked hundreds XM professionals about their planned XM investments,2024 employee and customer experience priorities,and expected future usage of XM technologies.From our analysis,we found that:Two-thirds of organizations are in the second or third stage of XM maturity.Two-thirds of practitioners descr

3、ibed their organizations state of XM Maturity as either Stage 2:Investigate,or Stage 3:Mobilize,at 33%each.Twelve percent say their organization is in the first stage of maturity(Investigate),while 5%have achieved the fifth stage:Embed.Trust is growing in importance,but many organizations still dont

4、 measure it.Sixty-nine percent of respondents said that customer trust will be more important to their organizations success this year compared to last year,while 61%said the same about employee trust.Despite this increasing importance,only 21%measure customer trust monthly or more,while 24%dont mea

5、sure it at all.Organizations are investing more in XM technology and less in XM consultants.Compared to last year,30%of XM professionals expect their organization to invest more in XM technology,while 14%expect to invest less.XM consultants may expect a decrease in work this year,with 30%of organiza

6、tions spending less on this resource and just 14%expecting to spend more.Those with higher XM ambition also enjoy stronger business results.Compared to organizations whose business results are on par or worse than industry peers,those with stronger business results are more likely to have senior lea