The Customer Experience (CX) industry is at a crossroads. Despite much enthusiasm at executive levels, with massive investments in CX teams and initiatives over the past decade, only one in four companies are able to quantify CX benefits or gain a competitive edge.
The research goal was to understand what differentiates Winning CX initiatives to help CX leaders improve their odds of success. A rigorous quantitative study of over 200 CX initiatives found the majority (58%) in a developing stage seeing signs of progress but unable to clearly demonstrate business value to top management.
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