The State of Customer Experience Management 2024

This report presents the findings of a study conducted by Qualtrics XM Institute, which surveyed 234 customer experience (CX) practitioners from organizations with over 1,000 employees in the first quarter of 2024. The study aimed to assess the current state of CX management and included evaluations of CX maturity and XM-centric culture within organizations. Key findings indicate that a significant portion of organizations are still in the early stages of CX maturity, with 71% of respondents rating their organizations as either Stage 1: Investigate or Stage 2: Initiate. Additionally, the report highlights that 40% of organizations possess a nurturing XM-centric culture, while 23% have an inhibiting culture. The report also reveals that CX leaders report better business outcomes compared to laggards, with organizational priorities being a significant obstacle to CX success. The report includes various assessments and metrics related to CX competencies and cultural attributes, providing a comprehensive view of the CX landscape.