Main challenges in optimizing customer journey for CX in the United States 2021
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.
