Our annual benchmark study of customer experience (CX) management activities found that the overwhelming majority of respondents (81%) are planning to focus more on improving the CX they deliver over the course of the next year as compared to last year. 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 activities, read the full The State of Customer Experience Management, 2019 report.

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