Companies want to win on experience
CX is a leading business priority for organizations worldwide. More than half of surveyed CX leaders said they report to the Executive Board or CEO, while the rest are accountable to either operations, sales, marketing or product organizations. CX functions are also receiving additional resources and investments. Almost two-thirds of executives reported their CX headcounts are growing in 2021. The same trend is true when it comes to customer experience budgets — 71% of respondents reported receiving a budget hike in 2021. One-fifth gained a budget increase of 50% or more.