In 2018, 48.7 percent of B2C customer services organizations worldwide stated that employee engagement in customer experience (CX) is reactive, driven by an organization wide culture framework. During the survey, 29.3 percent of customers rated organizations' CX capability seven out of ten (7/10).
Employees' engagement in delivering CX worldwide in 2018, by service type
Characteristic
Proactive employee engagement in CX - there's a focused culture and employees actively 'live the brand', voice of employees is recognized and measured
Reactive employee engagement in CX - driven by an organization wide culture framework
Minimal employee engagement in CX - it's not a focus of corporate culture
Dynamic employee engagement in CX - employees enthusiastically translate brand values and principles into CX behaviors & actions
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 and select the 1.11 question, apply Service type as a filter and press View each service type as a separate chart.
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NTT. (December 17, 2019). Employees' engagement in delivering CX worldwide in 2018, by service type [Graph]. In Statista. Retrieved January 02, 2025, from https://www.statista.com/statistics/1081975/employee-engagement-delivering-cx-worldwide-service-type/
NTT. "Employees' engagement in delivering CX worldwide in 2018, by service type." Chart. December 17, 2019. Statista. Accessed January 02, 2025. https://www.statista.com/statistics/1081975/employee-engagement-delivering-cx-worldwide-service-type/
NTT. (2019). Employees' engagement in delivering CX worldwide in 2018, by service type. Statista. Statista Inc.. Accessed: January 02, 2025. https://www.statista.com/statistics/1081975/employee-engagement-delivering-cx-worldwide-service-type/
NTT. "Employees' Engagement in Delivering Cx Worldwide in 2018, by Service Type." Statista, Statista Inc., 17 Dec 2019, https://www.statista.com/statistics/1081975/employee-engagement-delivering-cx-worldwide-service-type/
NTT, Employees' engagement in delivering CX worldwide in 2018, by service type Statista, https://www.statista.com/statistics/1081975/employee-engagement-delivering-cx-worldwide-service-type/ (last visited January 02, 2025)
Employees' engagement in delivering CX worldwide in 2018, by service type [Graph], NTT, December 17, 2019. [Online]. Available: https://www.statista.com/statistics/1081975/employee-engagement-delivering-cx-worldwide-service-type/
