Customer experience: biggest challenges U.S. 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.

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

Characteristic	Share of respondents
Lack of real-time customer insights	31%
Operationalizing the CX	28%
Finding the budget for CX	25%
Legacy technology not being able to adjust	22%
Difficulty in measuring CX	20%
Lack of CX skills / knowledge	19%
Convincing areas of the business the importance of CX	18%
Demonstrating RoI for CX	18%
Personalization	18%
Siloed approach to managing customer experience	18%
Regularly needing to update / upgrade technology	17%
No owner or champion for CX within organizations	16%
Lack of central CX strategy	15%
There are currently no CX challenges	13%

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Release date

April 2018

More information

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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