Culture is a powerful force that shapes how people behave when no one is watching, making it one of the most important ingredients to sustainable customer experience success. It can either inhibit CX efforts – if the prevailing mindsets and beliefs go against desired customer-centric behaviors – or it can nurture and accelerate the adoption of those practices, proving fertile ground for CX Competencies and Technologies to take root and grow. XM Institute has identified four attributes of a CX-centric culture: Purpose-Led, Human-Centric, Change-Minded, and Evidence-Based.

To help organizations evaluate their cultures’ appetite for customer experience management activities, we created an XM-Centric Culture Assessment. As part of our annual CX Practitioners survey, we asked customer experience practitioners to take this assessment.. To develop this data snippet, we calculated how CX-Centric each organization’s culture is – on a scale of very inhibiting to very nurturing – and then determined the percentage of total organizations that fell into each level¹.

We found that 40% of organizations enjoy a company culture that is nurturing or very nurturing of XM, which means they have the internal support necessary for customer experience management practices to take hold over the long term. Meanwhile, only 8% of organizations are hampered by a culture that is very inhibiting of XM change. 

Take the XM-Centric Culture Assessment to determine how well your organizational culture aligns with your Experience Management goals and which level you currently fall into. Use this data snippet to compare your results to other organizations. Check out other guidance you can employ to identify and align around areas of your culture to improve or amplify that will make organizational change easier, and see how attributes of XM-Centric culture break down further in the State of CX Management, 2024. 

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