As part of our annual benchmark study of customer experience (CX) management activities, we asked respondents questions from the XM Institute Customer Experience Competency & Maturity Assessment. We found that most organizations are still in the early stages of CX maturity, with very few reaching the highest stages. This study surveyed more than 200 CX professionals at large organizations about their company’s CX activities, competencies, and maturity levels. For more information on CX maturity, read the full The State of Customer Experience Management, 2019 report.

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