In 2021, 60.8 percent of organizations in the Americas region stated that they thought employee enablement will reshape their customer experience (CX) in the five years. During the survey, almost 45 percent of organizations revealed that their employees are highly engaged in delivering CX.
Factors organizations believe will reshape and improve their customer experience (CX) over next year worldwide in 2021, by region
Characteristic
Employee enablement (technical and skills training)
Employee enhancement (e.g. knowledge and navigation tools)
Service personalization
Analytics (incl. data management and visualization)
Proactive CX
Systems integration (i.e.connected customer journeys)
Multiple answers were possible.
To retrieve the data, select question 9, apply Region as a filter and press View each region as a separate chart.
This question was phrased by the source as follows: "What will do most to reshape and improve your CX capability in the next year?"
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NTT. (September 22, 2021). Factors organizations believe will reshape and improve their customer experience (CX) over next year worldwide in 2021, by region [Graph]. In Statista. Retrieved November 19, 2024, from https://www.statista.com/statistics/1081999/factors-reshaping-contact-center-industry-worldwide-region/
NTT. "Factors organizations believe will reshape and improve their customer experience (CX) over next year worldwide in 2021, by region." Chart. September 22, 2021. Statista. Accessed November 19, 2024. https://www.statista.com/statistics/1081999/factors-reshaping-contact-center-industry-worldwide-region/
NTT. (2021). Factors organizations believe will reshape and improve their customer experience (CX) over next year worldwide in 2021, by region. Statista. Statista Inc.. Accessed: November 19, 2024. https://www.statista.com/statistics/1081999/factors-reshaping-contact-center-industry-worldwide-region/
NTT. "Factors Organizations Believe Will Reshape and Improve Their Customer Experience (Cx) over next Year Worldwide in 2021, by Region." Statista, Statista Inc., 22 Sep 2021, https://www.statista.com/statistics/1081999/factors-reshaping-contact-center-industry-worldwide-region/
NTT, Factors organizations believe will reshape and improve their customer experience (CX) over next year worldwide in 2021, by region Statista, https://www.statista.com/statistics/1081999/factors-reshaping-contact-center-industry-worldwide-region/ (last visited November 19, 2024)
Factors organizations believe will reshape and improve their customer experience (CX) over next year worldwide in 2021, by region [Graph], NTT, September 22, 2021. [Online]. Available: https://www.statista.com/statistics/1081999/factors-reshaping-contact-center-industry-worldwide-region/
