CX Leaders v2 Form

Section 1: CX Priorities and Strategy

1. What is your organization’s top CX priority for 2026?

Improving customer retention Enhancing omnichannel experience Personalization through AI & data Cost optimization / efficiency Building employee experience for better CX

2. Where does CX rank in your organization’s 2026 business priorities?

Top 3 priority Among top 5 Moderate focus area Still evolving / low priority

3. How is CX performance currently measured in your organization?

NPS / CSAT / CES Customer retention and repeat rate Revenue impact of CX initiatives Combination of the above Not formally measured

4. Which function in your organization most influences CX outcomes today?

Customer Service / Support Marketing HR / Employee Experience Product / Design IT / Digital Transformation

5. How aligned are your CX goals with overall business strategy?

Completely aligned Partially aligned Limited alignment Not aligned yet but planned

Section 2: Technology and Investment

6. Which CX technologies will see increased investment in 2026?

AI-driven chatbots / virtual assistants CRM & customer data platforms Omnichannel contact centers Analytics & journey orchestration tools Feedback management platforms

7. What is the biggest barrier to CX technology adoption in your organization?

Budget constraints Legacy systems / integration challenges Lack of internal expertise Data privacy / compliance concerns Unclear ROI from CX investments

8. How do you currently evaluate or select CX technology partners?

Cost and scalability Ease of integration with existing systems Innovation and roadmap Domain expertise and support Peer recommendations / reputation

9. How do you assess the ROI of your CX initiatives?

Quantitative KPIs (e.g., revenue growth, churn reduction) Qualitative feedback (e.g., customer sentiment, brand perception) Combination of both ROI not formally measured

Section 3: CX Execution and Organization

10. Which of the following best describes CX ownership in your organization?

Dedicated CX function with enterprise-wide mandate CX embedded within Marketing or Customer Service Shared responsibility across multiple functions No formal CX ownership

11. How often does your leadership team review CX performance metrics?

Weekly Monthly Quarterly Annually Not regularly reviewed

12. How do you involve frontline employees in improving CX?

Regular feedback and idea-sharing sessions Recognition programs linked to CX outcomes Training and empowerment initiatives Limited or no involvement

Section 4: Future Outlook

13. Which single change will most impact CX in the next 12–18 months?

Generative AI and automation Human + digital hybrid service models Employee empowerment and EX-CX alignment Real-time personalization Privacy-first customer engagement

14. How confident are you that your CX strategy is future-ready for 2026?

Highly confident Somewhat confident Neutral Needs significant evolution

Section 5: Participation

15. Would you be open to sharing a quote or insight for inclusion in the CXNet “State of CX 2026” report?

Yes Maybe (need to review questions) No