XM Institute：2023 客户体验管理状况报告（英文版）（25页）.pdf

1、DATA SNAPSHOTThe State of CX Management,2023Moira Dorsey,XMPPrincipal XM CatalystBruce Temkin,CCXP,XMPHead of Qualtrics XM InstituteTalia QuaadgrasSenior Research AssociateApril Copyright 2023 Qualtrics.All rights reserved.KEY FINDINGS IN THIS REPORTTounderstand the current state of customer experie

2、nce(CX)management,Qualtrics XMInstitute surveyed220 CX practitioners at companies with 1,000 or more employees about their organizations CX efforts andaskedthemtocompleteourCXCompetency&MaturityAssessment.Highlightsfromtheresearchinclude:+CX is a high priority.Customer experience is a significant or

3、 critical priority for 66%of organizations.Seventy-eight percent have a centralized customer experience team,and 62%have a senior executive inchargeof CXacrossproductsandchannels.+Most organizations are in the first two stages of CX maturity.Just 3%of organizations reached thehighest stage of maturi

4、ty,Embed.More than two-thirds of organizations fell into the first two stages ofmaturity,Investigate(36%)and Initiate(31%),Evaluate your organizations CX skills and competenciestofindout yourcurrent performanceusingtheCustomerExperience(CX)MaturityAssessment.+Organizations are planning to expand int

5、o new CX technologies.Sixty percent of respondents saidtheir organization isplanningtouse text analyticssomewhat or significantly more than they were doingsolast year.Forty-ninepercent of respondents organizationsplantousejourneyanalyticsmore,aswell.+CX Leaders business outcomes benefit more from th

6、eir CX programs.Compared to CX laggards,CX Leaders(companies with CX Competency&Maturity Assessment scores above the median score)were more likely to report that their CX programs have significantly improved key business outcomes fortheirorganization,includingcustomerretention,cross-selling,employee