Customer Experience Ambitions, Part 2

I looked at my previous post and decided that the initial data needed to be shown graphically. So I made this chart to highlight the ambitions of companies to improve their customer experience.

14% of respondents think that their company is either better than all companies in any industry or the best in their industry when it comes to customer experience. Looking at their ambitions for customer experience leadership in 3 years, that number grows to 60%.

The bottom line: Is your firm ambitious enough?

Written by 

I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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