In our 2016 State of Customer Experience research, Primary Intelligence found that nearly 80 percent of B2B organizations have some type of Customer Experience program in place today. This is essentially unchanged since 2015 and demonstrates the ongoing importance of CX programs and organizations’ commitment to them. // Over 90 percent of CX managers believe the largest benefit from Customer Experience programs is an improved understanding of customer needs. Nearly 80 percent of organizations are using Customer Experience feedback to improve their customer service and support organizations, while 64 percent are using it to improve training opportunities. Other common uses of CX data include identifying product strengths and weaknesses, enhancing the communication process, improving product decisions, and improving responsiveness.