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
Firmographics
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
Conclusion
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.