The CX Leader Pulse

The CX Leader Pulse is a concise, practical survey designed to help CX professionals benchmark their program activities against others.

To provide valuable insights for leaders, Walker, in collaboration with the Customer Experience Professionals Association (CXPA), launched The CX Leader Pulse. These brief and timely studies focus on specific CX topics, offering leaders a clear view of what companies are doing within their CX programs—and what they are not.

The CX Leader Pulse aligns with the CXPA’s 10-year goal of tracking the impact of CX on organizations. By gathering and analyzing information on CX programs and their impact, we aim to identify which aspects and activities can significantly enhance the value of CX efforts.

Summary of Findings

Each wave of The CX Leader Pulse delves into a different topic. Our 2024 Q2 Pulse survey focused on CX as a valued discipline. Here are the key findings:

• Challenges in Valuation: One-third of CX professionals struggle to get their organizations to recognize the value of CX.
• Data Integration is an Obstacle: Almost one-half of CX professionals indicate that consolidating customer data from multiple sources to truly understand the customer experience is an obstacle to demonstrating the value of CX.
• Overall, effectively driving action through collected customer feedback is very low – Only 32% of CX pros are rating their efforts as effectively driving action.
• CX professionals continue to be most comfortable and effective at using solicited feedback methods with web surveys, voice of customer through employees, and qualitative in-depth interviews being the most effective at driving action and the most used channels.
• Channels collecting unstructured and unsolicited data prove difficult for CX professionals to effectively drive action within their organizations with social media, rating sites, and online communities being the least effective channels in our research.

Thank you for being a part of The CX Leader Pulse community.