Qualtrics：2023年体验管理趋势报告（英文版）（23页）.pdf

1、DATA SNAPSHOTExperience Management Trends,2023Bruce Temkin,CCXP,XMPHead of Qualtrics XM InstituteMoira Dorsey,XMPPrincipal XM CatalystTalia QuaadgrasSenior Research AssociateMarch Copyright 2023 Qualtrics.All rights reserved.KEY FINDINGS IN THIS REPORTAs part of our study of experience management(XM

2、)professionals,we asked 171 professionals about thecurrent state of XM inside their organization,anticipated areas of XM investment,2023 employee andcustomer experience priorities,and expected future usage of XM technologies.From our analysis,wefoundthat:+Most organizations are in the early stages o

3、f XM maturity.Forty-one percent of experiencemanagement professionals said their organization is in one of the first two levels of XM maturity:Investigate and Initiate.Another 36%of XMprofessionals report that their organization has reached thethirdlevel of maturity,Mobilize.+XM professionals recogn

4、ize the importance of improving empathy.Seventy-two percent ofrespondentssaythat it isimportant or veryimportant for their organizationtoimproveitsoverall levelof empathy.Meanwhile,43%of these XM professionals classify the level of empathy their organizationshows customers as strong,but just 38%say

5、the same about their organizations empathy towardemployees.+Half of organizations expect to increase focus on DEI.Fifty-one percent of respondents think theirorganization will focus more on measuring and improving diversity,equity,and inclusion in 2023.Forty-nine percent also expect their organizati

6、on to focus on measuring and improving employee journeys,likeonboardingandtraining.+Companies with a strong CX focus are investing in experience management.Compared to thosewho are not focusing on CX this year,respondents who expect their organization to focus on customerexperience more in 2023 also