In a survey on customer experience (CX) among businesses conducted in the United States in 2021, participants were asked what are the main challenges to optimize customer journeys. The main challenge, indicated by 39.9 percent of the respondents, appeared to be the lack of inter-departmental collaboration. Agent capability followed, with almost 39 percent of the respondents.
Main challenges in optimizing customer journey for customer experience (CX) in the United States in 2021
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Main challenges in optimizing customer journey for customer experience (CX) in the United States in 2021
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This question was phrased by the source as follows: "Which, if any, are your organizations' main challenges relating to optimizing customer journey?"
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NTT. (September 22, 2021). Main challenges in optimizing customer journey for customer experience (CX) in the United States in 2021 [Graph]. In Statista. Retrieved May 13, 2025, from https://www.statista.com/statistics/1197113/main-challenges-in-tracking-customer-journey-for-cx-in-the-us/
NTT. "Main challenges in optimizing customer journey for customer experience (CX) in the United States in 2021." Chart. September 22, 2021. Statista. Accessed May 13, 2025. https://www.statista.com/statistics/1197113/main-challenges-in-tracking-customer-journey-for-cx-in-the-us/
NTT. (2021). Main challenges in optimizing customer journey for customer experience (CX) in the United States in 2021. Statista. Statista Inc.. Accessed: May 13, 2025. https://www.statista.com/statistics/1197113/main-challenges-in-tracking-customer-journey-for-cx-in-the-us/
NTT. "Main Challenges in Optimizing Customer Journey for Customer Experience (Cx) in The United States in 2021." Statista, Statista Inc., 22 Sep 2021, https://www.statista.com/statistics/1197113/main-challenges-in-tracking-customer-journey-for-cx-in-the-us/
NTT, Main challenges in optimizing customer journey for customer experience (CX) in the United States in 2021 Statista, https://www.statista.com/statistics/1197113/main-challenges-in-tracking-customer-journey-for-cx-in-the-us/ (last visited May 13, 2025)
Main challenges in optimizing customer journey for customer experience (CX) in the United States in 2021 [Graph], NTT, September 22, 2021. [Online]. Available: https://www.statista.com/statistics/1197113/main-challenges-in-tracking-customer-journey-for-cx-in-the-us/
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