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
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