Medallia’s 2023 Benchmark report reveals the top 10% of CX programs across industries like retail, hospitality, healthcare, and financial services. These best-in-class performers achieved an NPS of 83.1, a customer effort top-box score of 79.1%, and led in alert closure rates, speed, and response volume. Industry highlights include retail’s 6.9-point NPS gain, healthcare’s provider segment scoring 73.5 NPS, and telecom’s widening gap between leaders and laggards. On the employee side, only 45% are engaged or highly engaged globally, with teamwork scoring higher than career opportunity satisfaction. Regional and channel diversity further strengthens the benchmark’s global relevance.

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