Digital Trends 2023 Report

This year’s study has further underlined that the strongest experiences will demonstrate empathy, imagination, and creativity to create rock-solid, trust-building connections. Then, and only then, will organizations be able to stand out from the pack and thrive.

So, what are the characteristics of today’s CX leaders? How are they doing it? What are their secrets? We surveyed 9,247 marketers and CX professionals from around the globe to find out more.

Indeed, throughout this study, we compare ‘leaders’ or ‘leading organizations’ and ‘laggards’ or ‘lagging organizations’. Doing so helps us spot links between commercial performance and customer experience maturity.