Download Image - CX Across Channels

As part of our annual benchmark study of customer experience (CX) management activities, we asked about CX across different delivery channels, and we found variations in the quality of delivery through different channels. 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 these CX activities, read the full The State of Customer Experience Management, 2019 report.

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