XM Institute：2023年B2B客户体验管理现状报告（英文版）（14页）.pdf

1、DATA SNAPSHOTState of B2B CX Management,2023Moira Dorsey,XMPPrincipal XM CatalystJames BamposHead of B2B CX Solution Strategy at QualtricsTalia QuaadgrasSenior Research AssociateJuly Copyright 2023 Qualtrics.All rights reserved.KEY FINDINGS IN THIS REPORTTo understand the current state of customer e

2、xperience(CX)management at business-to-business firms,Qualtrics XM Institute surveyed 155 CX practitioners at B2B and B2B&C companies with 1,000 or more employees about their organizations CX efforts.As part of this study,respondents also completed our CX Competency and Maturity Assessment.Highlight

3、s from this research include:B2B companies prioritize CX.Customer experience is a significant or critical priority for 65%of B2B organizations,according to CX practitioners.Product experience is the second-most highly prioritized experience area for B2B companies.Most organizations are in the first

4、two stages of maturity.Just three percent of B2B organizations have reached the highest stage of maturity,Embed.More than two-thirds of organizations fell into the first two stages of maturity,Investigate(41%)and Initiate(31%).Use the Customer Experience(CX)Maturity Assessment to evaluate your organ

5、izations CX skills and competencies.B2B companies are listening to their customers.Eighty-seven percent of practitioners reported that their company uses relationship tracking as part of their CX management program.Additionally,over half said their company uses interaction feedback(68%)and journey f

6、eedback(54%).Just 2%of practitioners reported that their company did not use any of the six common listening posts.Competing priorities is the top obstacle to B2B CX success.Sixty-nine percent of practitioners cited other competing organizational priorities as a significant obstacle to their organiz