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Customer experience as a competitive differentiator in the U.S. 2019, by service

According to the results of a survey on customer experience (CX) among businesses conducted in the United States in 2019, more than 80 percent of respondents working in customer service in the U.S. revealed that they perceived customer experience as a competitive differentiator. Whereas in IT helpdesk service desk support, 70 percent of respondents expressed that customer experience is a competitive differentiator for their organizations.

Share of organizations that view customer experience (CX) as a competitive differentiator in the United States in 2019, by service

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Source

Release date

March 2020

Region

United States

Survey time period

mid-July to mid-November, 2019

Method of interview

Questionnaire

Supplementary notes

The source add the following information: "The findings of the 2020 Report are comprised of responses from 1,019 participants drawn from 79 countries and balance across the Americas, Asia Pacific, Australia and New Zealand, Middle East and Africa, and Europe. The sample spans 14 industry sectors."
The source does not specify the number of respondents for each country.

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Statistics on "Call centers in the U.S."

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