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
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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NTT. (March 31, 2020). Benefits from an improving CX capability on organizations worldwide in 2019, by sector [Graph]. In Statista. Retrieved January 18, 2025, from https://www.statista.com/statistics/1081444/benefit-improved-cx-organization-worldwide-sector/?__sso_cookie_checker=failed
NTT. "Benefits from an improving CX capability on organizations worldwide in 2019, by sector." Chart. March 31, 2020. Statista. Accessed January 18, 2025. https://www.statista.com/statistics/1081444/benefit-improved-cx-organization-worldwide-sector/?__sso_cookie_checker=failed
NTT. (2020). Benefits from an improving CX capability on organizations worldwide in 2019, by sector. Statista. Statista Inc.. Accessed: January 18, 2025. https://www.statista.com/statistics/1081444/benefit-improved-cx-organization-worldwide-sector/?__sso_cookie_checker=failed
NTT. "Benefits from An Improving Cx Capability on Organizations Worldwide in 2019, by Sector." Statista, Statista Inc., 31 Mar 2020, https://www.statista.com/statistics/1081444/benefit-improved-cx-organization-worldwide-sector/?__sso_cookie_checker=failed
NTT, Benefits from an improving CX capability on organizations worldwide in 2019, by sector Statista, https://www.statista.com/statistics/1081444/benefit-improved-cx-organization-worldwide-sector/?__sso_cookie_checker=failed (last visited January 18, 2025)
Benefits from an improving CX capability on organizations worldwide in 2019, by sector [Graph], NTT, March 31, 2020. [Online]. Available: https://www.statista.com/statistics/1081444/benefit-improved-cx-organization-worldwide-sector/?__sso_cookie_checker=failed
