In 2018, 46.8 percent of B2B IT service desk support organizations revealed that they have high level CX strategy and this strategy is aligned to brand positioning. During the survey, 59.4 percent of organizations stated that they thought customer analytics will reshape their customer experience (CX) in the next five years.
Extent to which the strategic value of CX is defined within organizations worldwide in 2018, by service type
Characteristic
CX strategy exists and is recognized as being crucial to organizational strategy
No formal CX strategy exists
High level CX strategy exists (and is aligned to brand positioning)
Clear CX strategy exists (its value / ROI is defined and measured)
The source does not specify the age of respondents or the release date. The date of access was taken as the date of publication.
To retrieve the data, click on CX transformation, select the 1.2 question, apply Service type as a filter and press View each service type as a separate chart.
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NTT. (December 6, 2019). Extent to which the strategic value of CX is defined within organizations worldwide in 2018, by service type [Graph]. In Statista. Retrieved December 30, 2024, from https://www.statista.com/statistics/1080373/extent-organizations-defined-strategic-value-cx-worldwide-service-type/
NTT. "Extent to which the strategic value of CX is defined within organizations worldwide in 2018, by service type." Chart. December 6, 2019. Statista. Accessed December 30, 2024. https://www.statista.com/statistics/1080373/extent-organizations-defined-strategic-value-cx-worldwide-service-type/
NTT. (2019). Extent to which the strategic value of CX is defined within organizations worldwide in 2018, by service type. Statista. Statista Inc.. Accessed: December 30, 2024. https://www.statista.com/statistics/1080373/extent-organizations-defined-strategic-value-cx-worldwide-service-type/
NTT. "Extent to Which The Strategic Value of Cx Is Defined within Organizations Worldwide in 2018, by Service Type." Statista, Statista Inc., 6 Dec 2019, https://www.statista.com/statistics/1080373/extent-organizations-defined-strategic-value-cx-worldwide-service-type/
NTT, Extent to which the strategic value of CX is defined within organizations worldwide in 2018, by service type Statista, https://www.statista.com/statistics/1080373/extent-organizations-defined-strategic-value-cx-worldwide-service-type/ (last visited December 30, 2024)
Extent to which the strategic value of CX is defined within organizations worldwide in 2018, by service type [Graph], NTT, December 6, 2019. [Online]. Available: https://www.statista.com/statistics/1080373/extent-organizations-defined-strategic-value-cx-worldwide-service-type/
