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

Summary

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

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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