Kantar – Global Standards 2025, Oct 2024

The Global Standards 2025 report by Kantar, developed in collaboration with Bain & Company and Qualtrics, establishes a framework for exceptional customer experience (CX). This initiative aims to standardize CX practices across industries, offering a common language and set of benchmarks for evaluating customer-centric success. The standards emphasize three core areas: fostering customer-centric culture, integrating comprehensive data capabilities, and executing CX strategies effectively. These standards help organizations align CX initiatives with brand values, improve customer feedback integration, and ensure measurable impact on business performance. The framework addresses challenges such as capturing CX ROI and navigating technological changes to enhance customer satisfaction and drive growth.