Current State of CX Measurement

An increasing number of professionals in customer experience (CX) measurement report improved confidence in their programs, shifting from low to medium maturity levels. This optimism is reflected in self-assessments, with many practitioners acknowledging their progress in CX initiatives. However, despite this positive sentiment, significant challenges remain, particularly in garnering organizational support and effectively linking CX efforts to business outcomes. The survey results reveal that many stakeholders still lack confidence in the metrics being utilized, highlighting a crucial area for improvement in the overall acceptance of CX measurement within organizations.