Impact of an improving CX capability on organizations worldwide by sector 2019

In 2019, 66.4 percent of organizations in the technology sector revealed that improving customer experience (CX) capability leads to an increased customer loyalty and value. 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 sector

Characteristic	Increased customer loyalty (including value)	Increased revenue / profits	Improved employee experience	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 Sector as a filter and press View each sector as a separate chart.

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