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A Maritz CX study of over 4,000 CX professionals across the globe revealed that a staggering 72% felt their CX programmes were not successful at driving business results.

MaritzCX’s marketing director Andrew Smith has highlighted the key issues uncovered in the study that organisations need to address to reach their full CX potential.

This call to action comes after the CXEvolution study also found that 56% of those surveyed from the UK believe their VOC programmes are not meeting management expectations.

The study also looked into the issues preventing organisations from realising business outcomes from their CX efforts. MaritzCX discovered that companies with the highest levels of customer experience maturity consistently enjoy up to three times more revenue, margin growth, customer retention and profitability than firms with lower organisational CX maturity.

“2016 has already been hailed as the year of the ‘Age of the Customer’ by industry analysts – the necessary technology, attitude and recognition of importance have finally come together. Now is therefore the time for organisations to focus on the steps towards CX maturity and strategically plan to improve their services,” said Smith.

“Our session at CXPA European Insight Exchange explored the practical steps enterprises need to take to change the scope of their culture, people and processes, and address the areas that require specific focus and assessment.”

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