Qualtrics：2022年全球客户体验管理现状报告（英文版）（25页）.pdf

1、DATA SNAPSHOTThe State of CX Management,2022Moira Dorsey,XMPPrincipal XM CatalystBruce Temkin,CCXP,XMPHead of Qualtrics XM InstituteTalia QuaadgrasSenior Research AssociateJuly Copyright 2022 Qualtrics.All rights reserved.KEY FINDINGS IN THIS REPORTTounderstand the current state of customer experien

2、ce(CX)management,Qualtrics XMInstitute surveyed168 CX practitioners at companies with 1,000 or more employees about their organizations CX efforts andaskedthemtocompleteourCXCompetency&MaturityAssessment.Highlightsfromtheresearchinclude:+CX is a top priority.Customer experience is a significant or c

3、ritical priority for 69%of respondentsorganizations.Seventy-seven percent have a centralized customer experience group,and 68%have aseniorexecutiveinchargeof customerexperienceacrossproductsandchannels.+Organizations are planning to expand into new CX technologies.Over fifty percent of respondentssa

4、y their organization is planning to use predictive analytics and artificial intelligence somewhat orsignificantly more than they were doing so last year.Forty-four percent of respondents organizationsplantousejourneyanalyticsmore,aswell.+Most organizations are in early stages of CX maturity.Just 2%o

5、f organizations reached the topstage of CX maturity,Embed.Most are either in the first stage of maturity(Investigate,33%)or thesecond stage(Initiate,44%).Evaluate your organizations CX skills and competencies to find out yourcurrent performanceusingtheCustomerExperience(CX)MaturityAssessment.+CX Lea

6、ders business outcomes benefit more from their CX programs.CX Leaders(companies withCX Competency&Maturity Assessment scores above the median score)reported that their customerretention,cross-selling,employee retention,and cost reduction all benefited from the CX program morefrequentlythanCXLaggards