Collaboration of business functions with other to design CX worldwide by service 2018

Published by

Valentina Dencheva,

Aug 24, 2023

In 2018, 46.8 percent ofB2B IT helpdesk organizations revealed that they possess integrated organizational wide approach to customer experience (CX), in which employee and customer input are seen as critical to solution design. During the survey, 30.4 percent of organizations stated that board level executives are responsible for all CX.

Collaboration of business functions with other to design CX worldwide in 2018, by service type

Characteristic	Business functions collaborate to define and design consistent user experiences	Integrated organizational wide approach to CX (employee and customer input are seen as critical to solution design)	CX decision making is centralized (spanning all business functions and incorporates customer inputs)	Individual business functions define and design their own CX processes
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Release date

2019

More information

Region

Worldwide

Survey time period

April 15 to July 15, 2018

Number of respondents

1,107 respondents

Method of interview

Questionnaire

Supplementary notes

The source does not specify the age of respondents or the release date. The date of access was taken as the date of publication.
To retrieve the data, click on CX transformation and select the 1.7 question, apply Service type as a filter and press View each service type as a separate chart.

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