This statistic depicts the biggest challenges regarding customer experience as reported by decision makers with involvement in customer experience at organizations in the United Stated in 2018. During the survey, 31 percent of respondents cited a lack of real-time customer insights as a challenge.
What are the biggest challenges currently being faced by your organization in terms of customer experience?
Characteristic
Share of respondents
Lack of real-time customer insights
31%
Operationalizing the CX
28%
Finding the budget for CX
25%
Legacy technology not being able to adjust
22%
Difficulty in measuring CX
20%
Lack of CX skills / knowledge
19%
Convincing areas of the business the importance of CX
senior decision makers with involvement in customer experience.
Supplementary notes
Respondents’ organizations had a median size of approximately 500 global employees and 250-500 million U.S. dollars in revenue, and operated in one of six key industries: business and professional services, financial services, healthcare and life sciences, IT, technology and telecoms, manufacturing and distribution, and travel and tourism.
Values include answers ranked first, second and third.
Profit from the additional features of your individual account
Currently, you are using a shared account. To use individual functions (e.g., mark statistics as favourites, set
statistic alerts) please log in with your personal account.
If you are an admin, please authenticate by logging in again.
Learn more about how Statista can support your business.
Verndale. (April 11, 2018). What are the biggest challenges currently being faced by your organization in terms of customer experience? [Graph]. In Statista. Retrieved December 21, 2024, from https://www.statista.com/statistics/916545/customer-experience-biggest-challenges-us/
Verndale. "What are the biggest challenges currently being faced by your organization in terms of customer experience?." Chart. April 11, 2018. Statista. Accessed December 21, 2024. https://www.statista.com/statistics/916545/customer-experience-biggest-challenges-us/
Verndale. (2018). What are the biggest challenges currently being faced by your organization in terms of customer experience?. Statista. Statista Inc.. Accessed: December 21, 2024. https://www.statista.com/statistics/916545/customer-experience-biggest-challenges-us/
Verndale. "What Are The Biggest Challenges Currently Being Faced by Your Organization in Terms of Customer Experience?." Statista, Statista Inc., 11 Apr 2018, https://www.statista.com/statistics/916545/customer-experience-biggest-challenges-us/
Verndale, What are the biggest challenges currently being faced by your organization in terms of customer experience? Statista, https://www.statista.com/statistics/916545/customer-experience-biggest-challenges-us/ (last visited December 21, 2024)
What are the biggest challenges currently being faced by your organization in terms of customer experience? [Graph], Verndale, April 11, 2018. [Online]. Available: https://www.statista.com/statistics/916545/customer-experience-biggest-challenges-us/
