CXPA's research program delivers evidence-based insights that help organizations make strategic decisions about their customer experience initiatives. Our comprehensive studies combine quantitative data with qualitative insights from leading practitioners to provide a complete picture of the CX landscape.
Whether you're looking to benchmark your organization against industry peers, understand emerging trends, or build a business case for CX investments, our research provides the authoritative data and analysis you need.
Published: Q1 2024
Global survey of 5,000+ organizations revealing CX maturity levels, investment priorities, and emerging trends shaping the industry.
Published: Q2 2024
Deep dive into CX technology landscape, AI adoption, automation strategies, and the future of customer engagement platforms.
Published: Q3 2024
Comprehensive benchmarking data across 15 industries and 30 countries, providing performance standards and competitive insights.
| Industry | NPS Benchmark | CSAT Benchmark | CES Benchmark | Report |
|---|---|---|---|---|
| Financial Services | +42 | 78% | 5.6 | View Report |
| Healthcare | +38 | 75% | 6.2 | View Report |
| Retail | +48 | 82% | 5.3 | View Report |
| Technology | +45 | 80% | 5.8 | View Report |
| Telecommunications | +32 | 70% | 6.5 | View Report |
Comprehensive study on how organizations are implementing AI to enhance customer experience, including use cases, challenges, and best practices.
Research on the relationship between employee experience and customer satisfaction, with strategies for aligning both to drive business results.
Research-based framework for measuring the financial impact of customer experience initiatives, with case studies and calculation methodologies.
Research on how leading organizations are mapping, measuring, and optimizing customer journeys to create competitive advantage.
Join thousands of certified professionals who are shaping the future of customer experience.
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