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The State of Customer Experience

State of Customer Experience, The

In our State of Customer Experience research, Primary Intelligence found that 81 percent of business-to-business (B2B) organizations are conducting some type of Customer Experience (CX) program today. This is not surprising, given the greater emphasis on understanding customers’ interactions and experiences with companies and the individuals who support them on a daily, weekly, monthly, or ad hoc basis.


Customer Experience Benefits
Understanding Customer Needs
Quantification of Customer Feedback
Extended CX Benefits
Other Benefits
Customer Experience Program Investment
Annual Customer Experience Program Investment and Outcome Metrics
Company Performance
Customer IQ
Program Success
Future Investment Planned in Customer Experience Programs
Customer Experience Program Tenure
Customer Experience Program Tenure and Outcome Metrics
Company Performance
Customer IQ
Program Success
Customer Experience Analysis
Customer Experience Analysis Frequency
Customer Experience Analysis Frequency and Outcome Metrics
Company Performance
Customer IQ
Program Success
Access to Customer Experience Information
Customer Experience Access Best Practices
Access to Customer Experience Information and Outcome Metrics
Company Performance
Customer IQ
Program Success
Stakeholder Support for Customer Experience Programs
Stakeholder Support for Customer Experience Programs and Outcome Metrics
Company Performance
Customer IQ
Program Success
Usage of Customer Experience Data
Customer Experience Communication
Customer Experience Data Collection
Customer Experience Data Collection and Outcome Metrics
Company Performance
Customer Experience IQ
Program Success
Customer Experience Data Collection Methodology
Customer Experience Data Collection Methodology and Outcome Metrics
Company Performance
Customer Experience IQ
Program Success
Customer Experience Data Collection Responsibility
Customer Experience Data Collection Responsibility and Outcome Metrics
Company Performance
Customer Experience IQ
Program Success
Customer Experience Data Collection Targets
Customer Experience Data Collection Targets and Outcome Metrics
Company Performance
Customer Experience IQ
Program Success
Customer Experience Data Collection Tools
Technology and Customer Experience
Customer Experience Data Collection Tools and Outcome Metrics
Company Performance
Customer Experience IQ
Program Success
Customer Experience Sales Force Tools
Customer Experience Survey Tools
Customer Experience Data Sentiment
Customer Experience Data Sentiment Among Organizations With and Without CX programs
Customer Experience Data Frequency
Customer Experience Deliverables
Customer Experience Summary Reports
Customer Experience Data Sources
Customer Experience Data Sources and Outcome Metrics
Company Performance
Customer Experience IQ
Program Success
Customer Experience Data Type
Types of Open-Ended Customer Experience Feedback
Advantages and Disadvantages to Open-ended CX Data Collection Methodologies
Customer Experience and Company Performance
Customer Experience and Customer IQ
Customer Experience and Program Success
Retention Rates and Customer Defections
Retention Rates and Customer Defections Among Organizations With and Without CX programs
Customer Retention Rate Improvement
Customer Defections over the Past Year
Organizations Without Customer Experience Programs
Percentage of Organizations without Customer Experience Programs
Reasons for Lack of Customer Experience Programs
Recommendations and Conclusions
About Primary Intelligence
About Carolyn Galvin
Additional Information
Disclaimer
License
Contact Information

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