In a survey on customer experience (CX) among businesses conducted in the United States in 2021, participants were asked what factors are affecting customers´ usage of digital channels. One in two respondents answered that the quality of information available to customer is to blame. Another problem highlighted by the respondents is related with customers' attitude and their resistance to non-human channels.
Issues affecting customer adoption of digital channels for customer experience (CX) CX in the United States in 2021
This question was phrased by the source as follows: "What, if any, factors are negatively affecting customer adoption of digital channels?"
Multiple answers were possible.
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NTT. (September 22, 2021). Issues affecting customer adoption of digital channels for customer experience (CX) CX in the United States in 2021 [Graph]. In Statista. Retrieved December 30, 2024, from https://www.statista.com/statistics/1197040/issues-affecting-customer-usage-of-digital-channels-for-cx-in-the-us/
NTT. "Issues affecting customer adoption of digital channels for customer experience (CX) CX in the United States in 2021." Chart. September 22, 2021. Statista. Accessed December 30, 2024. https://www.statista.com/statistics/1197040/issues-affecting-customer-usage-of-digital-channels-for-cx-in-the-us/
NTT. (2021). Issues affecting customer adoption of digital channels for customer experience (CX) CX in the United States in 2021. Statista. Statista Inc.. Accessed: December 30, 2024. https://www.statista.com/statistics/1197040/issues-affecting-customer-usage-of-digital-channels-for-cx-in-the-us/
NTT. "Issues Affecting Customer Adoption of Digital Channels for Customer Experience (Cx) Cx in The United States in 2021." Statista, Statista Inc., 22 Sep 2021, https://www.statista.com/statistics/1197040/issues-affecting-customer-usage-of-digital-channels-for-cx-in-the-us/
NTT, Issues affecting customer adoption of digital channels for customer experience (CX) CX in the United States in 2021 Statista, https://www.statista.com/statistics/1197040/issues-affecting-customer-usage-of-digital-channels-for-cx-in-the-us/ (last visited December 30, 2024)
Issues affecting customer adoption of digital channels for customer experience (CX) CX in the United States in 2021 [Graph], NTT, September 22, 2021. [Online]. Available: https://www.statista.com/statistics/1197040/issues-affecting-customer-usage-of-digital-channels-for-cx-in-the-us/
