Gartner Research

Key Findings of the 2018 State of the Customer Experience Function Survey

Published: 05 February 2019

ID: G00705852

Analyst(s): Customer Experience Research Team


This report highlights the current state of customer experience functions based on our Annual State of the Function Survey. This study showcases the key challenges customer experience leaders are facing and how the function is evolving.

Table Of Contents

Table of Contents


State of CX Formalization

CX Reporting Structure

CX Responsibilities

FTE Growth and Alignment

CX Functional Priorities

Key Journeys Within the Experience

Improving the Key Journeys

Functional Partner Collaboration

Collaboration Challenges

Company Leadership and Culture

Proving the Value of CX

Functional Maturity Levels


Recommended by the Authors

About This Research

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.