CX Maturity Study
Most companies believe they have customer experience under control. The data says otherwise.
We asked 203 CX leaders in 20 countries – 125 of them from the Nordics – what they actually do, not what they hope to do. The answer is uncomfortably clear: only 13% are genuinely mature across strategy, measurement, execution and management ownership. The rest believe they are further along than they are.
Customer experience is owned by many but driven by few. It feels important, but is documented far too rarely. And the longer companies wait to close the gap between ambition and reality, the more expensive it becomes.
Download the CX Maturity Study 2026 to learn more about the challenges that typically hold companies back from being truly customer-centric. Gain insight into where the gap between good intentions and reality typically arises, along with clear recommendations on how you can capture the untapped potential.
There is huge untapped growth potential right at the feet of Danish companies…
in their existing customer base!
Analysis
CX Maturity Study
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Enjoy.
