Most important benefits of CX by region 2021

In 2021, 52.1 percent of organizations in America revealed that one of the main outcome from evolving their customer experience (CX) strategy was an increased customer engagement. During the survey, 45.7 percent of organizations stated that they are entirely satisfied with their organizations' current CX capability.

Main outcomes from evolving customer experience (CX) strategy for organizations worldwide 2021, by region

Characteristic	Increased customer engagement / value	Increased customer loyalty	Improved employee experience	Increased new customer acquisition	Improved brand positioning	Improved commercial performance	Improved ease of resolution	Reduction in costs	CX strategy has not improved	Unsure - we're unable to evidence benefits derived from CX	None of the above
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Release date

September 2021

More information

Region

Worldwide

Survey time period

May and June, 2021

Number of respondents

1,359 professionals

Method of interview

Questionnaire

Supplementary notes

To retrieve the data select question 4, apply Region as a filter and press View each region as a separate chart.
This question was phrased by the source as follows "in the last 12 months. which, if any, of the following can your organization evidence as outcomes from your evolving CX strategy?"

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