The June 2022 Aite-Novarica report Executing a CX Strategy: Insights From the Aite-Novarica Group 2022 CX Survey by Paul Legutko and Reut Samra analyzes how organizations structure and implement customer experience strategies. It examines the presence of CCXOs, communication of strategies, and measurement tools used. The report explores CX priorities, investment changes, team sizes, and key initiatives, as well as customer and employee perceptions of CX effectiveness. It highlights obstacles to achieving goals and emphasizes tactics with the greatest impact on improving overall customer experience.

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