CX Practice Advisory Research Council Survey: Organizational Review of CX

Organizations seeking to build or restructure their CX teams must first understand the current state.

January 25, 2023 – In October 2022, the CX practice conducted its first survey of the council members, following discussions with many members expressing their interest in CX organizational structure, responsibilities, tools, and metrics. This report presents the survey’s findings and includes data collected from 37 council members.

The results should be considered directional. They can suggest a market state, allowing conclusions to be cautiously drawn.

Clients of Aite-Novarica Group’s Customer Experience or Retail Banking & Payments service can download this report and its corresponding charts.

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