Impact of an improving CX capability on organizations worldwide by service type 2018

In 2018, 90.4 of percent B2B customer services organizations revealed that improving customer experience (CX) capability leads to an increased customer loyalty and value. During the survey, 32.8 percent of organizations stated that business functions collaborate to define and design consistent CX.

Benefits from an improving CX capability on organizations worldwide in 2018, by service type

Characteristic	Increased customer loyalty (including value)	Increased revenue / profits	Increased employee engagement	Reduction in costs	Other	None
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Release date

2019

More information

Region

Worldwide

Survey time period

April 15 to July 15, 2018

Number of respondents

1,109 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.
Multiple answers were possible.
To retrieve the data, click on CX transformation and select the 1.8 question, apply Service type as a filter and press View each service type as a separate chart.

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