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To understand why some B2B organizations are navigating CX challenges with great success, while others remain far behind, the Medallia Institute surveyed hundreds of US-based B2B professionals whose companies collect and use customer feedback.
Their research identifies three groups according to the results of their CX programs:
- Leaders: Achieve a broad array of impressive business results
- Followers: Enjoy some positive results, but achievements are narrower
- Laggards: Realize few if any positive business results
Download the research to find out which characterizes your organization and for more details on the key practices that distinguish leaders.