The Customer Experience (CX) Industry Report, 2018

CX goes mainstream: Over 95% say good CX is critical to success

We’re in the midst of a sea change in customer experience that spans all industries, roles, and company sizes. Optimizing and integrating every customer touchpoint has transitioned from being a cutting-edge advantage to a necessary part of doing business.

In this fifth annual survey, we asked 3,900 professionals how their organizations are approaching customer experience and conducting CX research. In addition to a consensus that great CX is critical to success, these key themes emerged:

  • Strong support for democratizing CX research
  • CX research grows far beyond usability
  • Too much emphasis on quantitative data

Download The CX Industry Report to find out how the industry is evolving and how your organization may be impacted.


Download the Report!

or call us at 888-887-1882
(Monday-Friday, 8am-6pm PST)