Factors changing CX by sector 2021

In 2021, 71 percent of automotive sector organizations stated that they thought employee enhancement will reshape their customer experience (CX) in the next year. During the survey, 45 percent of respondents revealed that in their company employees are highly engaged in CX.

Factors organizations believe will reshape customer experience (CX) worldwide in 2021, by sector

Characteristic	Employee enhancement	Service personalization	A.I. solutions	Employee enablement	Re-inventing our operating model	Evolving technology architectures	Migration to digital led solutions	Analytics	Systems integration	Proactive CX	Other emerging technologies	Other
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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 9, apply Sector as a filter and press View each sector 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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Characteristic	Employee enhancement	Service personalization	A.I. solutions	Employee enablement	Re-inventing our operating model	Evolving technology architectures	Migration to digital led solutions	Analytics	Systems integration	Proactive CX	Other emerging technologies	Other
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Characteristic	Employee enhancement	Service personalization	A.I. solutions	Employee enablement	Re-inventing our operating model	Evolving technology architectures	Migration to digital led solutions	Analytics	Systems integration	Proactive CX	Other emerging technologies	Other
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Characteristic	Employee enhancement	Service personalization	A.I. solutions	Employee enablement	Re-inventing our operating model	Evolving technology architectures	Migration to digital led solutions	Analytics	Systems integration	Proactive CX	Other emerging technologies	Other
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