Biggest challenges for organizations in the U.S. regarding customer experience 2018

What are the biggest challenges currently being faced by your organization in terms of customer experience?

Biggest challenges for organizations in the U.S. regarding customer experience 2018 This statistic depicts the biggest challenges regarding customer experience as reported by decision makers with involvement in customer experience at organizations in the United Stated in 2018. During the survey, 31 percent of respondents cited a lack of real-time customer insights as a challenge.
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What are the biggest challenges currently being faced by your organization in terms of customer experience?

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Share of respondents
Lack of real-time customer insights 31%
Operationalizing the CX28%
Finding the budget for CX25%
Legacy technology not being able to adjust22%
Difficulty in measuring CX20%
Lack of CX skills / knowledge19%
Convincing areas of the business the importance of CX18%
Demonstrating RoI for CX18%
Personalization 18%
Siloed approach to managing customer experience 18%
Regularly needing to update / upgrade technology17%
No owner or champion for CX within organizations16%
Lack of central CX strategy15%
There are currently no CX challenges13%
Share of respondents
Lack of real-time customer insights 31%
Operationalizing the CX28%
Finding the budget for CX25%
Legacy technology not being able to adjust22%
Difficulty in measuring CX20%
Lack of CX skills / knowledge19%
Convincing areas of the business the importance of CX18%
Demonstrating RoI for CX18%
Personalization 18%
Siloed approach to managing customer experience 18%
Regularly needing to update / upgrade technology17%
No owner or champion for CX within organizations16%
Lack of central CX strategy15%
There are currently no CX challenges13%
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This statistic depicts the biggest challenges regarding customer experience as reported by decision makers with involvement in customer experience at organizations in the United Stated in 2018. During the survey, 31 percent of respondents cited a lack of real-time customer insights as a challenge.
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Release date
April 2018
Region
United States
Survey time period
November 2017 to January 2018
Number of respondents
200 respondents
Special properties
senior decision makers with involvement in customer experience.
Supplementary notes
Respondents’ organizations had a median size of approximately 500 global employees and 250-500 million U.S. dollars in revenue, and operated in one of six key industries: business and professional services, financial services, healthcare and life sciences, IT, technology and telecoms, manufacturing and distribution, and travel and tourism.
Values include answers ranked first, second and third.
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