97% of executives say CX is critical to their company's success, yet 34% don't even bother to measure CX.
And then on top of that, there is widespread confusion over who is actually responsible for CX management.
Although 72% of CEOs claim to own the process, only 27% of other C-level executives agree that the CEO is the leading force in CX management.
Who’s responsible for creating amazing customer experiences?
Marketing and sales?
Is it the support agents who interact directly with customers when they have a question or concern?
Or is it someone else?
Let's find out.