PeopleKnow CX Lab — State of CX in Russia
RESEARCH CONCEPT — NOT PUBLISHED FINDINGS

Purpose: understand how organizations listen to customers and turn insight into action.
Planned scope: 200+ companies across 12 industries. These are targets, not completed research.
Topics: CX ownership, voice-of-customer maturity, closed-loop practices, AI usage, journey management, software adoption, and business outcomes.
Before launch: define sampling and recruitment, privacy and consent, fieldwork dates, questionnaire, analysis and publication methods. Report sample limitations and avoid presenting convenience samples as representative of the whole market.
No benchmarks or survey findings are available yet.