We asked 301 marketing, insight, CX and business strategy decision makers across brands serving B2B audiences to rate their performance on 6 CX excellence metrics, answering from their customers’ perspective.
- Commitment: Being enthusiastic; making customers feel valued.
- Fulfilment: Understanding and delivering on customer needs.
- Seamlessness: Making life easier for the customer.
- Responsiveness: Timely response, delivery & resolution.
- Proactivity: Anticipating customer needs; striving to resolve issues proactively.
- Evolution: Continually seeking to improve the CX.
Scores of 8, 9 or 10 out of 10 are considered strong performance.
CX Laggards are those organizations who are not strong on any of the 6 CX metrics.
26% of organizations surveyed fall into the CX Laggard category.
