Download pdf - CX Maturity Drives Financial Success · Money spent on CX programs and initiatives 2019 $8.3 Billion (Projected) Markets and Markets "Customer Experience Management" report, 2015

CX Maturity Drives Financial Success

CX Has Become a Business Imperative

CX insights from today’s market realities and the landmark CXEvolution study

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Temkin Group: State of the Voice of the Customer Programs, 2015

Only 1/3 of companies rate their CX e�orts as good or very good at “making

changes” to the business

Real CX Improvement Remains Elusive

The Payo� for CX Excellence is Huge

Most Companies Still Have a Long Way to Go

The CXEvolution Framework Cracks the Code

Companies with 10 or more data sources have only 8% more

success than companies with 1 data source

SuccessMore Data =

CXEvolution MaritzCX global study, 2015

36% of CX pros and front line employees say management is more focused on the score than

improving CX

CXEvolution global study, MaritzCX, 2015

Companies with partial CX e�orts are 17% less successful at

improving business results


While only 1 in 5 companies optimizes employee rewards based

on CX performance, 69% say their CX e�orts are driving business outcomes


Of CX professionals consider their company's CX program

not very successful

72CXEvolution global study, MaritzCX, 2015

Companies that have proactive identification of customer needs

have double the business success of companies doing basic

customer recovery


2014 $3.7 Billion

Money spent on CX programs and initiatives

2019 $8.3 Billion (Projected)

Markets and Markets "Customer Experience Management" report, 2015

3/4 of CX pros feel that getting C-level commitment to their CX

program is a major key to success

CXEvolution webinar poll, 2015CXEvolution global study, MaritzCX, 2015

Of 28% who consistently applied CX processes, 66% say it successfully

impacted their business

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Watermark Consulting, 2014

CX leaders outperform the market by

10% of companies surveyed are truly customer-centric

The CX Paradigm Shift, American Marketing Association, 2016

89% of companies plan to compete primarily on the basis of

customer experience by 2016

Gartner, The Importance of Customer Experience is On the Rise; Marketing is On the Hook, 2014

By 2017, 50% of customer product investments will be redirected to customer experience innovations

Gartner, The Importance of Customer Experience is On the Rise; Marketing is On the Hook, 2014

In 2015, customer relationships were ranked the #3 challenge

for global CEOs

The CX Paradigm Shift, American Marketing Association, 2016

CX leaders are three times more likely than their peers to report higher financial performance and customer retention.


Overall U.S. customer satisfaction has only increased 0.1% in the

last 20 years American Customer Satisfaction Index, 2015

-2.5Watermark Consulting, 2014

CX laggards also lag the market by

77

87% of companies are operating at lower levels of CX maturity


Companies at the highest level of CX maturity are 3x as successful in driving business results as companies in the first four stages


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