MIT SMR Connections
MIT SMR Connections is an independent content creation unit within MIT Sloan Management Review. We develop high-quality content commissioned and funded by sponsors. We welcome sponsor input during the development process but retain control over the final product. MIT SMR Connections operates independently of the MIT Sloan Management Review editorial group.
MIT SMR Connections, with sponsorship from SAS, surveyed more than 2,600 business leaders worldwide about their customer-experience approaches, challenges, and technology investment priorities. We found that only a small percentage of respondents’ organizations qualify as “CX Champions” that deliver top-quality experiences to consumers; the rest are followers or laggards.
This infographic highlights the survey’s findings about what CX Champions do to stay ahead of the pack, including incorporating CX strategy into their digital transformation efforts, making sophisticated use of analytics and artificial intelligence, and deploying cross-functional teams. It concludes with advice from CX experts about steps organizations of all sizes, in a variety of industries, can take to become CX Champions themselves.
Click on the image to view the full-size version.