• Organizations perceiving CX as competitive differentiator by service 2019

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According to the results of a survey on customer experience (CX) among businesses, approximately 80 percent of respondents working in sales worldwide revealed that they perceived customer experience as a competitive differentiator. Whereas in IT helpdesk service desk support, 75 percent of respondents expressed that customer experience is a competitive differentiator for their organizations.

Share of organizations that view customer experience (CX) as a competitive differentiator worldwide in 2019, by service type

Characteristic	Yes, CX is a primary differentatior	Yes, CX is a secondary differentatior	Unsure	No
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Source

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Source

Release date

March 2020

More information

Region

Worldwide

Survey time period

mid-July to mid-November, 2019

Number of respondents

1,019 respondents

Method of interview

Questionnaire

Supplementary notes

The source add the following information: "The findings of the 2020 Report are comprised of responses from 1,019 participants drawn from 79 countries and balance across the Americas, Asia Pacific, Australia and New Zealand, Middle East and Africa, and Europe. The sample spans 14 industry sectors.

To retrieve the data, click on Lead with strategy, select the 1.1 question, apply Support function as a filter and press View each service type as a separate chart.