As part of our annual CX Practitioners Survey, we asked customer experience practitioners to evaluate their organization according to XM Institute’s Customer Experience Maturity: Assessment. To develop this data snippet, we calculated the maturity stage for each organization and determined the percentage of organizations that fell into each maturity stage.

We found that over half of companies remain in the first stage of maturity, Investigate, in which companies don’t yet see customer experience management as a strategic opportunity. No company has scaled their CX program to achieve the Embed stage of CX maturity, in which the entire business is aligned around the value of CX. Take the CX maturity assessment to determine your firm’s maturity stage, and use this data snippet to see how your result compares to other organizations. Follow the guidance and activities included in the assessment to evolve your program to the next stage of CX maturity.

The XM Institute 2021 Q1 CX Practitioner study surveyed 151 CX practitioners from companies with 1,000 or more employees. To further understand the XM Maturity stages and steps to advance to the next stage, check out our launchpad on Maturing Your XM Program

To use this Data Snippet, download and include it in presentations. The graphic is free to use but must retain the copyright notice. 

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