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CX Report

Confirmit Reveals the CX Slump; Differentiates Between CX Leaders and Laggards

The gap between CX Leaders and Laggards is widening according to the newly published State of Customer Experience 2019 report. In one of the largest global surveys of its kind, over 800 CX professionals from around the world were surveyed by Confirmit. The number of CX Leaders – programs who are receiving significantly increased investment as a result of delivering financial, cultural, and operational value – has declined. Other markers have dropped back to 2017 levels. The 2018 survey urged CX professionals to focus on…