Most important benefits of CX by country 2021

In 2021, 68.8 percent of organizations in Canada revealed that improving customer experience (CX) capability leads to an increased customer loyalty. During the survey, 39.5 percent of organizations stated that business functions fully collaborate to define and design consistent CX.

Main outcomes from evolving customer experience (CX) strategy for organizations worldwide 2021, by country

Characteristic	Improved brand positioning	Improved commercial performance	Improved ease of resolution	Improved employee experience	Increased customer engagement / value	Increased customer loyalty	Increased new customer acquisition	Reduction in costs	CX strategy has not improved	None of the above	Unsure - we're unable to evidence benefits derived from CX
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Release date

September 2021

More information

Region

Worldwide

Survey time period

May and June, 2021

Number of respondents

1,359 professionals

Method of interview

Questionnaire

Supplementary notes

Multiple answers were possible.
To retrieve the data, select question 4, apply Country as a filter and press View each country 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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Characteristic	Improved brand positioning	Improved commercial performance	Improved ease of resolution	Improved employee experience	Increased customer engagement / value	Increased customer loyalty	Increased new customer acquisition	Reduction in costs	CX strategy has not improved	None of the above	Unsure - we're unable to evidence benefits derived from CX
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Characteristic	Improved brand positioning	Improved commercial performance	Improved ease of resolution	Improved employee experience	Increased customer engagement / value	Increased customer loyalty	Increased new customer acquisition	Reduction in costs	CX strategy has not improved	None of the above	Unsure - we're unable to evidence benefits derived from CX
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Characteristic	Improved brand positioning	Improved commercial performance	Improved ease of resolution	Improved employee experience	Increased customer engagement / value	Increased customer loyalty	Increased new customer acquisition	Reduction in costs	CX strategy has not improved	None of the above	Unsure - we're unable to evidence benefits derived from CX
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