Factors changing organizations' CX by region 2021

In 2021, 60.8 percent of organizations in the Americas region stated that they thought employee enablement will reshape their customer experience (CX) in the five years. During the survey, almost 45 percent of organizations revealed that their employees are highly engaged in delivering CX.

Factors organizations believe will reshape and improve their customer experience (CX) over next year worldwide in 2021, by region

Characteristic	Employee enablement (technical and skills training)	Employee enhancement (e.g. knowledge and navigation tools)	Service personalization	Analytics (incl. data management and visualization)	Proactive CX	Systems integration (i.e.connected customer journeys)	Migration to digital led solutions	Evolving technology architectures (e.g. hybrid cloud, PaaS, IaaS etc.)	Other emerging technologies (e.g. IoT, 5G, Edge computing, Blockchain etc)	A.I. solutions (incl. machine learning)	Re-inventing our operating model	Other
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Release date

September 2021

More information

Region

Worldwide

Survey time period

May and June, 2021

Number of respondents

1,359 professionals

Method of interview

Questionnaire

Supplementary notes

Multiple answers were possible.
To retrieve the data, select question 9, apply Region as a filter and press View each region as a separate chart.
This question was phrased by the source as follows: "What will do most to reshape and improve your CX capability in the next year?"

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