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.


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