Benchmarking shows a clear gap between companies’ stated commitment to excellent customer experience and their ability to deliver it. While many rely heavily on customer surveys, this approach misses more than 90% of customers and leaves major feedback blind spots. Companies are weakest in predictive and inferred analytics, ranking last among 20 CX metrics in predictive Net Promoter Score. In contrast, CX leaders go beyond surveys by benchmarking their capabilities against best-in-class competitors and excelling in key areas such as analytics, execution, and real-time engagement. This enables them to deliver experiences that are right the first time and to engage customers meaningfully at moments of genuine need.

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