Responsibility for CX by country 2021

In 2021, 67.5 percent of organizations in the United States revealed that CX-dedicated board managers holds overall responsibility for customer experience (CX) within the organization. During the survey, 48.3 percent of organizations stated that one of the most important outcomes of CX is increased customer engagement.

Responsible parties for customer experience (CX) within organizations worldwide in 2021, by country

Characteristic	Board level executive - CX dedicated	Board level executive - other	No single ownership - multiple managers	Non-board level manager - CX dedicated	Non-board level manager - Other	No-one (ownership is unclear)	Other
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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 7, apply Country as a filter and press View each country as a separate chart.
This question was phrased by the source as follows: "Who holds overall accountability for CX within your organization?"

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Characteristic	Board level executive - CX dedicated	Board level executive - other	No single ownership - multiple managers	Non-board level manager - CX dedicated	Non-board level manager - Other	No-one (ownership is unclear)	Other
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