The majority of organizations have a senior customer experience (CX) leader and a centralized CX team in place, according to findings from the Qualtrics XM Institute’s The State of Customer Experience Management 2019 benchmark survey. Is it time for all organizations to jump on board and create these CX leadership teams and roles? The easy answer is, “of course organizations should have a focus on CX.” But as for the how and who, what should organizations know?
