Organization Drives CX Performance: Pointillist, Wpromote Surveys

Finally, let’s look at organizational insights from a pair of CX surveys. Pointillist finds that high performers are twice as likely as under performers to have a dedicated journey management team, while Wpromote and Ascend2 report that best-in-class B2B digital marketers more often say that teams outside of marketing have a role in improving CX. Also interesting: just 16% of respondents do journey orchestration although 55% do mapping (Pointillist); 42% have no plans to deal with the loss of third-party cookies (Wpromote).