MIT SMR Connections
MIT SMR Connections was an independent unit within MIT Sloan Management Review. Operating separately from the editorial group, it created high-quality, sponsor-funded content. Connections no longer produces new content, but previously published sponsor-funded projects remain available on the MIT SMR website.
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.
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