In 2021, 52.1 percent of organizations in America revealed that one of the main outcome from evolving their customer experience (CX) strategy was an increased customer engagement. During the survey, 45.7 percent of organizations stated that they are entirely satisfied with their organizations' current CX capability.
Main outcomes from evolving customer experience (CX) strategy for organizations worldwide 2021, by region
Characteristic
Increased customer engagement / value
Increased customer loyalty
Improved employee experience
Increased new customer acquisition
Improved brand positioning
Improved commercial performance
Improved ease of resolution
Reduction in costs
CX strategy has not improved
Unsure - we're unable to evidence benefits derived from CX
To retrieve the data select question 4, apply Region as a filter and press View each region as a separate chart.
This question was phrased by the source as follows "in the last 12 months. which, if any, of the following can your organization evidence as outcomes from your evolving CX strategy?"
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NTT. (September 22, 2021). Main outcomes from evolving customer experience (CX) strategy for organizations worldwide 2021, by region [Graph]. In Statista. Retrieved November 22, 2024, from https://www.statista.com/statistics/1080747/drivers-customer-experience-organizations-worldwide-region/
NTT. "Main outcomes from evolving customer experience (CX) strategy for organizations worldwide 2021, by region." Chart. September 22, 2021. Statista. Accessed November 22, 2024. https://www.statista.com/statistics/1080747/drivers-customer-experience-organizations-worldwide-region/
NTT. (2021). Main outcomes from evolving customer experience (CX) strategy for organizations worldwide 2021, by region. Statista. Statista Inc.. Accessed: November 22, 2024. https://www.statista.com/statistics/1080747/drivers-customer-experience-organizations-worldwide-region/
NTT. "Main Outcomes from Evolving Customer Experience (Cx) Strategy for Organizations Worldwide 2021, by Region." Statista, Statista Inc., 22 Sep 2021, https://www.statista.com/statistics/1080747/drivers-customer-experience-organizations-worldwide-region/
NTT, Main outcomes from evolving customer experience (CX) strategy for organizations worldwide 2021, by region Statista, https://www.statista.com/statistics/1080747/drivers-customer-experience-organizations-worldwide-region/ (last visited November 22, 2024)
Main outcomes from evolving customer experience (CX) strategy for organizations worldwide 2021, by region [Graph], NTT, September 22, 2021. [Online]. Available: https://www.statista.com/statistics/1080747/drivers-customer-experience-organizations-worldwide-region/
