In a survey on customer experience (CX) among businesses conducted in the United States in 2019, participants were asked what the main factors negatively impacting customer journey and CX are. The main challenge, indicated by 62.3 percent of the respondents, appeared to be the ease of resolution, followed by the fact that customer data are not used effectively (47.5 percent).
What are the top three factors that negatively impact the customer journey and CX?
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The source add the following information: "The findings of the 2020 Report are comprised of responses from 1,019 participants drawn from 79 countries and balance across the Americas, Asia Pacific, Australia and New Zealand, Middle East and Africa, and Europe. The sample spans 14 industry sectors." The source does not specify the number of respondents for each country.
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NTT. (March 31, 2020). What are the top three factors that negatively impact the customer journey and CX? [Graph]. In Statista. Retrieved July 16, 2024, from https://www.statista.com/statistics/1197117/issues-impacting-cx-and-customer-satisfaction-in-the-us/
NTT. "What are the top three factors that negatively impact the customer journey and CX?." Chart. March 31, 2020. Statista. Accessed July 16, 2024. https://www.statista.com/statistics/1197117/issues-impacting-cx-and-customer-satisfaction-in-the-us/
NTT. (2020). What are the top three factors that negatively impact the customer journey and CX?. Statista. Statista Inc.. Accessed: July 16, 2024. https://www.statista.com/statistics/1197117/issues-impacting-cx-and-customer-satisfaction-in-the-us/
NTT. "What Are The Top Three Factors That Negatively Impact The Customer Journey and Cx?." Statista, Statista Inc., 31 Mar 2020, https://www.statista.com/statistics/1197117/issues-impacting-cx-and-customer-satisfaction-in-the-us/
NTT, What are the top three factors that negatively impact the customer journey and CX? Statista, https://www.statista.com/statistics/1197117/issues-impacting-cx-and-customer-satisfaction-in-the-us/ (last visited July 16, 2024)
What are the top three factors that negatively impact the customer journey and CX? [Graph], NTT, March 31, 2020. [Online]. Available: https://www.statista.com/statistics/1197117/issues-impacting-cx-and-customer-satisfaction-in-the-us/
