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DATASNAPSHOT
ExperienceManagementTrends,2023
BruceTemkin,CCXP,XMP
HeadofQualtricsXMInstitute
MoiraDorsey,XMP
PrincipalXMCatalyst
TaliaQuaadgras
SeniorResearchAssociate
March2023
Copyright©2023Qualtrics®.Allrightsreserved.
managementprofessionalssaidtheirorganizationisinoneofthefirsttwolevelsofXMmaturity:InvestigateandInitiate.Another36%ofXMprofessionalsreportthattheirorganizationhasreachedthe
ExecutiveSummary
STUDYKEYFACTS
•171XMProfessionals
•SourcedthroughtheXMInstitutenetwork
•ConductedinQ42022
KEYFINDINGSINTHISREPORT
Aspartofourstudyofexperiencemanagement(XM)professionals,weasked171professionalsaboutthe
currentstateofXMinsidetheirorganization,anticipatedareasofXMinvestment,2023employeeand
customerexperiencepriorities,andexpectedfutureusageofXMtechnologies.Fromouranalysis,we
+MostorganizationsareintheearlystagesofXMmaturity.Forty-onepercentofexperience
foundthat:
+XMprofessionalsrecognizetheimportanceofimprovingempathy.Seventy-twopercentof
thirdlevelofmaturity,Mobilize.
respondentssaythatitis’important’or‘veryimportant’fortheirorganizationtoimproveitsoveralllevel
ofempathy.Meanwhile,43%oftheseXMprofessionalsclassifythelevelofempathytheirorganization
showscustomersas‘strong,’butjust38%saythesameabouttheirorganization’sempathytoward
+HalfoforganizationsexpecttoincreasefocusonDEI.Fifty-onepercentofrespondentsthinktheir
employees.
organizationwillfocusmoreonmeasuringandimprovingdiversity,equity,andinclusionin2023.Forty-
ninepercentalsoexpecttheirorganizationtofocusonmeasuringandimprovingemployeejourneys,
likeonboardingandtraining.
whoarenotfocusingonCXthisyear,respondentswhoexpecttheirorganizationtofocusoncustomerexperiencemorein2023alsoexpecttheircompanytoinvestmoreinexperiencemanagementresources,suchasfull-timeXMemployeesandXMtraining,andnearlyallexperiencemanagementtechnologies.
+CompanieswithastrongCXfocusareinvestinginexperiencemanagement.Comparedtothose
Copyright©2023Qualtrics®.Allrightsreserved.
ExperienceManagementTrends,2023
STUDYOVERVIEW
ThedataforthisreportcomesfromanXMprofessionalsstudythatQualtricsXMInstituteconductedinthefourthquarterof2022.Usinganonlinesurvey,XMInstitutecollecteddatafrom171XMprofessionalsfromorganizationswith1,000ormoreemployees.
XMInstitutesurveyedXMmanagementprofessionalsconnectedtooursubscriberlistforourmonthlynewsletter,throughmembersofXMPros(ExperienceManagementProfessionalscommunity),andotherprofessionalnetworkingsites.
FIGURESINTHEREPORT
1.RespondentOrganizations
2.OrganizationXMMaturity
3.EmpathytowardCustomersandEmployees
4.ImportanceofImprovingEmpathy
5.PreviousChangeinFocusonXMAreas
6.FutureChangeinFocusonXMAreas
7.2023ExperienceManagementResourceInvestment
8.2023CustomerExperienceFocus
9.2023EmployeeExperienceFocus
10.TechnologiesUsage(Part1)
11.TechnologiesUsage(Part2)
12.CombiningOperationalandExperienceData
13.ChangeinXMFocusbyBusinessResults
14.EmpathyImportancebyBusinessResults
15.2023XMResourceInvestmentbyFutureCXFocus
16.2023CXEmphasisbyFutureCXFocus
17.2023EXEmphasisbyFutureCXFocus
18.TechnologiesUsagebyFutureCXFocus(Part1)
19.TechnologiesUsagebyFutureCXFocus(Part2)
20.Methodology
Copyright©2023Qualtrics®.Allrightsreserved.
10,000ormore5,000to9,9992,000to4,999
1,000to1,999
Primarilyconsumers
Primarilybusinesses
Consumersandbusinessesequally
Primarilygovagencies
KEYTAKEAWAYS
+Morethantwoinfiverespondentsarefrom
organizationswithmorethan10,000employees.
+Morethan75%workatorganizationswith
10orfewerfull-timeXMemployees.
ABOUT
Thischartexamineswhatsizerespondents’organizationsareandhowmanyfull-timeemployees
dedicatedtoXMareintheirorganizations.
RespondentOrganizations
Howmanyemployeesaretherewithinyouroverallorganization?
43%
18%
22%
18%
Whichofthefollowingbest
describesyourorganization's
primarycustomers?
41%
35%
23%
1%
Howmanyfull-timeemployeesarededicatedtoXMinyourorganization?
Morethan10081to100
61to80
41to60
21to40
11to20
6to10
3to5
1or2
7%
1%
1%
4%
5%
6%
24%
29%
23%
Base:171XMProfessionalsfromcompanieswith1000+employees
Source:QualtricsXMInstituteQ42022XMProfessionalsSurvey
Copyright©2023Qualtrics®.Allrightsreserved.
+Twoinfiverespondents’organizationsare
inthefirsttwostagesofXMmaturity.Morethanone-thirdareinthethirdstage:
Mobilize.
ABOUT
Thischartexamineshowrespondentsdescribedtheirorganization’smaturityandcommitmenttoXM.
OrganizationXMMaturity
Whichofthefollowingbestdescribesyourorganization’s
overallstageofXMmaturity?
KEYTAKEAWAYS
Stage5:Embed
Stage4:Scale
Stage3:Mobilize
Stage2:Initiate
Stage1:Investigate
2%
21%
36%
30%
11%
Base:171XMProfessionalsfromcompanieswith1000+employees
Source:QualtricsXMInstituteQ22022XMProfessionalsSurvey
Copyright©2023Qualtrics®.Allrightsreserved.
Verystrong
Strong
Moderate
Weak
Strong
Moderate
Weak
KEYTAKEAWAYS
+Forty-threepercentofrespondents
describetheirorganization’slevelofempathytowardcustomersasstrong,whilejust15%wouldsaythatempathytowardsthisgroupisweak.
+Thirty-eightpercentofrespondentssay
theirorganization’sempathytowardemployeesisstrong,while19%saytheirorganizationhasweakempathytowardemployees.
+Moreorganizationshavestrongempathy
towardtheircustomersthantheir
employees.
ABOUT
Thesechartsshowhowrespondentsdescribethelevelofempathytheirorganizationhastowardemployeesandcustomers.
EmpathyTowardCustomersandEmployees
Howwouldyoudescribeyour
organization’slevelofempathy
towardcustomers?
11%
32%
42%
12%
3%
Veryweak
Base:171XMProfessionalsfromcompanieswith1000+employees
Source:QualtricsXMInstituteQ22022XMProfessionalsSurvey
Howwouldyoudescribeyour
organization’slevelofempathy
towardemployees?
7%
Verystrong
31%
42%
14%
5%
Veryweak
Copyright©2023Qualtrics®.Allrightsreserved.
+Seventy-twopercentofrespondentssay
thatitis’important’or‘veryimportant’fortheirorganizationtoimproveitsoveralllevelofempathy.
+Just2%ofrespondentssaythatitisnot
importantfortheirorganizationtoimproveitsoveralllevelofempathy.
ABOUT
Thischartshowshowimportantrespondentsthinkitisfortheirorganizationtoimproveitsoveralllevelofempathy.
ImportanceofImprovingEmpathy
Howimportantdoyouthinkitisforyourorganizationto
improveitsoveralllevelofempathy?
KEYTAKEAWAYS
Veryimportant
Important
Moderatelyimportant
Slightlyimportant
Notimportant
38%
34%
20%
6%
2%
Base:171XMProfessionalsfromcompanieswith1000+employees
Source:QualtricsXMInstituteQ22022XMProfessionalsSurvey
Copyright©2023Qualtrics®.Allrightsreserved.
+Focusoncustomerexperiencehas
Customer
experience
increasedinthepasttwoyearsfor85%ofrespondents.
+Focusonemployeeexperiencehas
increasedfor66%ofrespondents;28%saidtherewasnochangeinfocusonthisexperiencearea.
+Productexperiencereceivedtheleast
EmployeeExperience
increaseinfocus;however,thisexperienceareastillhadanincreaseinfocusfrom57%oforganizations.
BrandExperience
ABOUT
Thischartshowsthelevelofpriorityrespondentssaytheirorganizationsplaceonimprovingtheircustomerexperience,brandexperience,productexperience,andemployeeexperience.
ProductExperience
PreviousChangeinFocusonXMAreas
Howhasyourorganization’sfocusontheseelementsofExperience
Managementchangedoverthepasttwoyears?
KEYTAKEAWAYS
SignificantlyModeratelyNochangeModerately/Significantly
increasedincreaseddecreased
40%
45%
11%
23%
43%
28%
22%
41%
34%
18%
39%
39%
Base:171XMProfessionalsfromcompanieswith1000+employees
Source:QualtricsXMInstituteQ22022XMProfessionalsSurvey
Copyright©2023Qualtrics®.Allrightsreserved.
+Betweenone-thirdandhalfofrespondents
Customer
experience
expecttheirfocusoneachexperienceareatoremainthesamein2023comparedto
2022.
+Customerexperiencewillseethegreatest
increaseinfocusin2023,with61%expectingmorefocuscomparedto2022.
+Lessthanfivepercentofrespondentssay
Employeeexperience
thattheyexpecttheirorganizationtofocusoneachexperiencearealessin2023.
Brand
experience
ABOUT
Thischartshowsthelevelofpriorityrespondentssaytheirorganizationsplaceonimprovingtheircustomerexperience,brandexperience,productexperience,andemployeeexperience.
Product
experience
FutureChangeinFocusonXMAreas
Comparedwiththisyear,howmuchdoyouthinkyourorganizationwill
focusontheseelementsofExperienceManagementin2023?
KEYTAKEAWAYS
SignificantlyModeratelyAboutthesameModerately/Significantly
moremoreless
21%
40%
35%
11%
44%
42%
16%
34%
47%
10%
39%
49%
Base:171XMProfessionalsfromcompanieswith1000+employees
Source:QualtricsXMInstituteQ22022XMProfessionalsSurvey
Copyright©2023Qualtrics®.Allrightsreserved.
27%
10%
2023ExperienceManagementResource
Comparedwiththisyear,howmuchdoyouthinkyourorganizationwill
investintheseExperienceManagementresourcesin2023?
Investment
SignificantlyModeratelyAboutthesameModerately/Significantly
KEYTAKEAWAYS
moremoreless
59%
25%
60%
12%
24%
59%
12%
18%
60%
20%
Full-timeXMemployees
theirorganizations’investmentineachoftheseresourcestostaythesameas2022in
+Aboutsixtypercentofrespondentsexpect
2023.
theirorganizationtospendlessonXMconsultantsthanthepercentthatexpectstheirorganizationtospendmore(20%).
+Organizationsexpecttoincreasetheir
+Asimilarpercentageofrespondentsexpect
XMtechnology
investmentinfull-timeXMemployeesthemost,ofallXMresources,at31%.
XM-focused
training
ABOUT
Thischartshowshowrespondentsthinktheirorganization’sinvestmentinfourexperiencemanagementresourceswillchangein2023.
XMconsultants
Base:171XMProfessionalsfromcompanieswith1000+employees
Source:QualtricsXMInstituteQ22022XMProfessionalsSurvey
Copyright©2023Qualtrics®.Allrightsreserved.
Trackingand improvingcorecustomerexperiencemetrics(e.g.,NPS)
Designingandlaunchingnew offeringsforcustomers
Improvingexistingcustomerinteractions
Gaininginsightsfromcustomer-facingemployees
Deliveringmore personalizedcustomerexperiences
+Halformoreofrespondentsexpecttheir
organizationtoputmoreemphasisoneachoftheseareasofcustomerexperiencein
2023.
+Nearlytwo-thirdsoforganizationswillplace
moreemphasisontrackingandimprovingcoreCXmetrics.
+Fifty-sevenpercentoforganizationswill
focusmoreondesigningandlaunchingnewofferingsforcustomers.
ABOUT
Thischartshowshowmuchemphasisrespondentsthinktheirorganizationwillplaceonfiveareasofcustomerexperiencein2023.
2023CustomerExperienceFocus
Comparedwiththisyear,howmuchemphasisdoyouthinkyourorganizationwillplaceontheseareasofcustomerexperiencein2023?
KEYTAKEAWAYS
SignificantlyModeratelyAboutthesameModerately/Significantly
moremoreless
19%
47%
29%
10%
47%
38%
12%
40%
44%
19%
33%
42%
6%
9%
41%
46%
Base:171XMProfessionalsfromcompanieswith1000+employees
Source:QualtricsXMInstituteQ22022XMProfessionalsSurvey
Copyright©2023Qualtrics®.Allrightsreserved.
+Morethanhalfofrespondentssaytheywill
Measuringandimprovingdiversity,equity,andinclusion(DEI)
placemoreimportanceonmeasuringandimprovingdiversity,equity,andinclusion.
+Forty-ninepercentofrespondents’
Measuringandimprovingspecificemployeejourneys(e.g.,onboarding,training)
Trackingandimprovingcoreemployeeexperiencemetrics(e.g.,engagement)
Buildingastrongeremployerbrandtoattractnewcandidates
Adaptingtonewmodelsofworking,suchashybrid
organizationswillhavealargeremphasisonmeasuringandimprovingspecificemployeejourneysin2023.
+Lessthanone-thirdoforganizationsintend
toplacemoreemphasisonadaptingtonewmodelsofworking.
ABOUT
Thischartshowshowmuchemphasisrespondentsthinktheirorganizationwillplaceonfiveareasofemployeeexperiencein2023.
2023EmployeeExperienceFocus
Comparedwiththisyear,howmuchemphasisdoyouthinkyourorganizationwillplaceontheseareasofemployeeexperiencein2023?
KEYTAKEAWAYS
SignificantlyModeratelyAboutthesameModerately/Significantly
moremoreless
14%
37%
47%
9%
40%
44%
7%
7%
42%
45%
6%
9%
38%
45%
8%
6%
23%
57%
14%
Base:171XMProfessionalsfromcompanieswith1000+employees
Source:QualtricsXMInstituteQ22022XMProfessionalsSurvey
Copyright©2023Qualtrics®.Allrightsreserved.
Customerjourneyanalytics
Textanalytics
Predictive
analytics
AIandmachinelearning
EXandCXlinkageanalytics
Employeejourneyanalytics
+Oftheseactivities,organizationsintendto
increasefocusthemostoncustomerjourneyanalyticsandtextanalytics,with50%and45%sayingthattheseareeither‘essential’ora‘highpriority’,respectively.
+Morethanone-thirdoforganizationssay
thatincreasingfocusonAIandmachinelearning,EXandCXlinkages,andemployeejourneyanalyticsarelowornon-priorities.
ABOUT
Thischartshowsthelevelofpriorityrespondentssaytheirorganizationsplaceonimprovingtheseelementsofexperiencemanagement.
TechnologiesUsage(Part1)
Howmuchofaprioritywillitbeforyourexperiencemanagementeffortsto
increasefocusontheseelementsoverthenexttwoyears?
KEYTAKEAWAYS
EssentialHighpriorityMediumpriorityLowpriority/Notapriority
12%
38%
34%
16%
16%
29%
36%
18%
11%
28%
37%
24%
7%
30%
25%
38%
7%
18%
37%
38%
20%
39%
37%
Base:171XMProfessionalsfromcompanieswith1000+employees
Source:QualtricsXMInstituteQ22022XMProfessionalsSurvey
Copyright©2023Qualtrics®.Allrightsreserved.
Customized
dashboardsandreporting
Automated
workflows
Usingexperience datatodrivepersonalization
Speechanalytics
Developingexperiencesusingaugmentedreality
Developingvirtualrealityexperiences(e.g.metaverse)
prioritizeincreasingfocusoncustomizeddashboardsandreporting,with59%sayingthiswilleitherbe‘essential’ora‘highpriority’.
+Forty-sixpercentoforganizationswillplace
a‘highpriority’orgreateronincreasingfocusonautomatedworkflows.
+Overfourinfiveorganizationsintendto
placealowornopriorityonincreasingfocustodevelopaugmentedrealityorvirtualrealityexperiences.
ABOUT
Thischartshowsthelevelofpriorityrespondentssaytheirorganizationsplaceonimprovingtheseelementsofexperiencemanagement.
TechnologiesUsage(Part2)
Howmuchofaprioritywillitbeforyourexperiencemanagementeffortsto
increasefocusontheseelementsoverthenexttwoyears?
KEYTAKEAWAYS
+Oftheseactivities,organizationswillmost
EssentialHighpriorityMediumpriorityLowpriority/Notapriority
18%
41%
30%
11%
12%
34%
37%
16%
13%
22%
38%
27%
6%
13%
28%
54%
10%
85%
8%
88%
Base:171XMProfessionalsfromcompanieswith1000+employees
Source:QualtricsXMInstituteQ22022XMProfessionalsSurvey
Copyright©2023Qualtrics®.Allrightsreserved.
ABOUT
Thischart
combining
activity.
showstowhatdegreeorganizationsareoperationalandexperiencedatatodoeach
CombiningOperationalandExperienceData
Towhatdegreeareyoucombiningoperationaldataandexperiencedata(insightsabouthowpeoplearethinkingandfeeling)todothefollowing?
KEYTAKEAWAYS
AlreadydoingEvaluatingConsideringInterestedNotinterested
combiningoperationalandexperiencedatatoidentifynewcustomersegments,with19%currentlydoingso.
+Inadditionto15%alreadyperformingthis
+Organizationsaremostfrequently
19%19%19%29%13%
Identifynew
customer
segments
analysis,51%oforganizationsare‘evaluating’or‘considering’usingoperationalandexperiencedatatopersonalizeindividualcustomerexperiences.Just8%arenotinterestedinthisactivity.
+Only3%oforganizationsareidentifying
Personalize
15%24%27%26%8%
individual
customer
experiences
newemployeesegmentsusingacombinationofoperationalandexperiencedata.32%arenotinterestedinthisactivity.
14%22%27%27%10%
Trigger
customer-
specific
workflows
12%
20%
32%
32%
Identifynew
employee
segments
Copyright©2023Qualtrics®.Allrightsreserved.
Base:171XMProfessionalsfromcompanieswith1000+employees
Source:QualtricsXMInstituteQ22022XMProfessionalsSurvey
thancompetitorbusinessresultsdescribetheirorganization’sempathytowardcustomersasstrong,whilejust30%oforganizationswithsimilarorworsethancompetitorbusinessresultswouldsaythe
same.
+Fifty-onepercentoforganizationswith
betterbusinessresultsthancompetitorbusinessresultssaytheirorganization’sempathytowardsemployeesisstrong,comparedtojust29%forthosewithsimilarorworsebusinessresults.
ABOUT
Thesechartsshowhowrespondentsfromorganizationswithbetterbusinessresultscomparedwithcompetitorsversusthosewithsimilarorworseresultsthancompetitorsdescribethestrengthoftheirorganization’sempathytowardcustomersandemployees.
ABOUT
ChangeinXMFocusbyBusinessResults
Howwouldyoudescribeyourorganization’slevelofempathytoward…
(’Moderately’or‘Significantlyincreased’)
KEYTAKEAWAYS
+Sixtypercentoforganizationswithbetter
BetterthancompetitorbusinessresultsSameorworsethancompetitorbusinessresults
…customers
…employees
VeryStrong
Strong
Moderate
Weak
17%
43%
23%
32%
51%
9%
20%
7%
VeryStrong
Strong
Moderate
Weak
Base:171XMProfessionalsfromcompanieswith1000+employees
Source:QualtricsXMInstituteQ22022XMProfessionalsSurvey
12%
3%
38%
26%
34%
50%
15%
23%
Copyright©2023Qualtrics®.Allrightsreserved.
8%
+Seventy-fivepercentofrespondentsfrom
organizationswithsimilarorworsethancompetitorbusinessresultssaythatitisimportantorveryimportantforthemtoimprovetheirlevelofempathy,while69%fromorganizationswithbetterbusinessresultssaythesame.
ABOUT
Thesechartsshowhowrespondentsfromorganizationswithbetterbusinessresultscomparedwithcompetitorsversusthosewithsimilarorworseresultsthancompetitorsratetheimportanceofimprovingorganizationalempathy.
EmpathyImportancebyBusinessResults
Howimportantdoyouthinkitisforyourorganizationtoimproveits
overalllevelofempathy?
KEYTAKEAWAYS
BetterthancompetitorbusinessSameorworsethancompetitor
resultsbusinessresults
Veryimportant
Important
Moderatelyimportant
Not/slightlyimportant
31%
38%
23%
8%
Veryimportant
Important
Moderatelyimportant
Not/slightlyimportant
Base:171XMProfessionalsfromcompanieswith1000+employees
Source:QualtricsXMInstituteQ22022XMProfessionalsSurvey
45%
30%
18%
Copyright©2023Qualtrics®.Allrightsreserved.
Full-timeXMemployees
+Morethandoublethepercentageof
respondentsthatexpecttofocusmoreoncustomerexperiencein2023plantoinvestinfull-timeXMemployeesandXMconsultantscomparedtothosethatdonotexpecttheirorganizationtofocusmoreon
CX.
XMtechnology
XM-focusedtraining
ABOUT
Thesechartsshowhowrespondentsfromorganizationsthatwillfocus‘moderately’or‘significantly’moreonCXin2023comparedtothosethatwillnotfocusmoreonCXsaytheywillinvestineachexperiencemanagementresourcein2023.
ABOUT
XMconsultants
2023XMResourceInvestmentbyFuture
CXFocus
Comparedwiththisyear,howmuchdoyouthinkyourorganizationwill
investintheseExperienceManagementresourcesin2023?
KEYTAKEAWAYS
(’Moderately’or‘Significantlymore’)
Moderately/significantlymorefocusonCXin2023
Aboutthesameorless
focusonCXin2023
36%
13%
29%
19%
26%
19%
23%
10%
Base:171XMProfessionalsfromcompanieswith1000+employees
Source:QualtricsXMInstituteQ22022XMProfessionalsSurvey
Copyright©2023Qualtrics®.Allrightsreserved.
Improvingexistingcustomerinteractions
Designingandlaunchingnewofferingsforcustomers
Gaininginsightsfromcustomer-facingemployees
Deliveringmorepersonalizedcustomerexperiences
Trackingandimprovingcorecustomerexperiencemetrics(e.g.,NPS)
+Thereisa21percentage-pointgapbetween
respondentswhodoanddon’texpecttheirorganizationtofocusmoreonCXin2023intheirexpectationtoincreasegatheringinsightsfromcustomer-facingemployees,thelargestgapacrossallitems.
ABOUT
Thesechartsshowhowrespondentsfromorganizationsthatwillfocus‘moderately’or‘significantly’moreonCXin2023comparedtothosethatwillnotfocusmoreonCXsaytheywillemphasizeeachareaofcustomerexperiencein2023.
ABOUT
2023CXEmphasisbyFutureCXFocus
Comparedwiththisyear,howmuchemphasisdoyouthinkyourorganizationwillplaceontheseareasofcustomerexperiencein2023?
KEYTAKEAWAYS
(’Moderately’or‘Significantlymore’)
Moderately/significantlymorefocusonCXin2023
Aboutthesameorless
focusonCXin2023
53%
38%
51%
40%
49%
28%
43%
37%
39%
23%
Base:171XMProfessionalsfromcompanieswith1000+employees
Source:QualtricsXMInstituteQ22022XMProfessionalsSurvey
Copyright©2023Qualtrics®.Allrightsreserved.
+OrganizationsthatwillfocusmoreonCXin
Trackingandimprovingcoreemployeeexperiencemetrics(e.g.,engagement)
Measuringandimprovingspecificemployeejourneys(e.g.,onboarding,training)
Measuringandimprovingdiversity,equity,andinclusion(DEI)
Buildingastrongeremployerbrandtoattractnewcandidates
Adaptingtonewmodelsofworking,suchashybrid
2023willalsoplacemoreemphasisthanthosethatwillnotfocusmoreontrackingandimprovingEXmetrics,measuringandimprovingspecificemployeejourneys,andmeasuringandimprovingDEI.
+Organizationsthatdonotintendtofocus
moreonCXin2023willplacemoreemphasisthanthosethatdoonbuildingastrongeremployerbrandandadaptingtonewmodelsofworking.
ABOUT
Thesechartsshowhowrespondentsfromorganizationsthatwillfocus‘moderately’or‘significantly’moreonCXin2023comparedtothosethatwillnotfocusmoreonCXsaytheywillemphasizeeachareaofemployeeexperiencein2023.
ABOUT
2023EXEmphasisbyFutureCXFocus
Comparedwiththisyear,howmuchemphasisdoyouthinkyourorganizationwillplaceontheseareasofemployeeexperiencein2023?
KEYTAKEAWAYS
(’Moderately’or‘Significantlymore’)
Moderately/significantlymorefocusonCXin2023
Aboutthesameorless
focusonCXin2023
46%
34%
44%
33%
42%
29%
33%
47%
22%
24%
Base:171XMProfessionalsfromcompanieswith1000+employees
Source:QualtricsXMInstituteQ22022XMProfessionalsSurvey
Copyright©2023Qualtrics®.Allrightsreserved.
63%
28%
17%
26%
22%
TechnologiesUsagebyFutureCXFocus
Howmuchofaprioritywillitbeforyourexperiencemanagementeffortsto
increasefocusontheseelementsoverthenexttwoyears?
(Part1)
(’Highpriority’or‘Essential’)
KEYTAKEAWAYS
Moderately/significantlymorefocusonCXin2023
Aboutthesameorless
focusonCXin2023
29%
53%
33%
47%
28%
42%
29%
Customerjourney
analyticsTextanalytics
Predictiveanalytics
2023aremorelikelytosaytheseelementsareahighprioritytoincreasefocusonoverthenexttwoyearscomparedtoorganizationsthatwillnotfocusmoreonCX.
+OrganizationsthatwillfocusmoreonCXin
saytheywillplaceahighpriorityoncustomerjourneyanalytics24pointsmorefrequentlythanorganizationsthatwillnotfocusmoreonCX.
+OrganizationsthatwillfocusmoreonCX
Artificialintelligence
andmachinelearning
ABOUT
Thesechartsshowthepercentageofrespondentsfromorganizationsthatwillfocus‘moderately’or‘significantly’moreonC
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