Teams responsible for CX in physical locations in the U.S. & Western Europe 2021
According to a survey conducted in December 2021 in France, Germany, the United Kingdom, and the United States, 25 percent of responding senior company decision-makers said an outsourced customer service (CS) team was responsible for marketing and customer experience (CX) activities in relation to physical locations. One-fifth (20 percent) of respondents said in-house CS teams were in charge of those activities.