• Impact of an improving CX capability on organizations worldwide by region 2019

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In 2019, 62.9 percent of organizations in the Americas region revealed that improving customer experience (CX) capability leads to an increased customer loyalty. During the survey, 61.3 percent of organizations stated that business functions partially collaborate to define and design consistent CX.

Benefits from an improving CX capability on organizations worldwide in 2019, by region

Characteristic	Increased customer loyalty (including value)	Increased employee experience	Increased revenue / profit	Reduction in costs	Unsure - unable to evidence benefits derived from CX	Other	None
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Release date

March 2020

More information

Region

Worldwide

Survey time period

July 15 to november 15, 2019

Number of respondents

1,019 respondents

Method of interview

Questionnaire

Supplementary notes

Multiple answers were possible.
To retrieve the data, select the 1.6 question, apply Region as a filter and press View each region as a separate chart.