Most important CEM use case in organizations worldwide 2017-2018

This statistic shows the top customer experience management (CEM) software use case in organizations around the world in 2017 and 2018. "Customer service and support" was the highest rated use case in both years, with 51 percent of respondents stating that their organization used or planned to use CEM software for customer service and support.

Top customer experience management (CEM) software use cases in organizations worldwide in 2017 and 2018

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Release date

March 2019



Survey time period

2017 and 2018

Number of respondents

95 respondents

Special properties

Software buyers

Supplementary notes

*The question was phrased by the source as follows: "For which of the following functions does your company use (or plan on using) Customer Experience Management software for?"

Multiple answers were possible

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