In 2021, 67.5 percent of organizations in the United States revealed that CX-dedicated board managers holds overall responsibility for customer experience (CX) within the organization. During the survey, 48.3 percent of organizations stated that one of the most important outcomes of CX is increased customer engagement.
Responsible parties for customer experience (CX) within organizations worldwide in 2021, by country
Characteristic
Board level executive - CX dedicated
Board level executive - other
No single ownership - multiple managers
Non-board level manager - CX dedicated
Non-board level manager - Other
No-one (ownership is unclear)
Other
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This question was phrased by the source as follows: "Who holds overall accountability for CX within your organization?"
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NTT. (September 22, 2021). Responsible parties for customer experience (CX) within organizations worldwide in 2021, by country [Graph]. In Statista. Retrieved July 22, 2024, from https://www.statista.com/statistics/1081035/overall-responsible-customer-experience-worldwide-country/
NTT. "Responsible parties for customer experience (CX) within organizations worldwide in 2021, by country." Chart. September 22, 2021. Statista. Accessed July 22, 2024. https://www.statista.com/statistics/1081035/overall-responsible-customer-experience-worldwide-country/
NTT. (2021). Responsible parties for customer experience (CX) within organizations worldwide in 2021, by country. Statista. Statista Inc.. Accessed: July 22, 2024. https://www.statista.com/statistics/1081035/overall-responsible-customer-experience-worldwide-country/
NTT. "Responsible Parties for Customer Experience (Cx) within Organizations Worldwide in 2021, by Country." Statista, Statista Inc., 22 Sep 2021, https://www.statista.com/statistics/1081035/overall-responsible-customer-experience-worldwide-country/
NTT, Responsible parties for customer experience (CX) within organizations worldwide in 2021, by country Statista, https://www.statista.com/statistics/1081035/overall-responsible-customer-experience-worldwide-country/ (last visited July 22, 2024)
Responsible parties for customer experience (CX) within organizations worldwide in 2021, by country [Graph], NTT, September 22, 2021. [Online]. Available: https://www.statista.com/statistics/1081035/overall-responsible-customer-experience-worldwide-country/