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Issues affecting customer adoption of digital channels for customer experience (CX) in the United States in 2021

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Source

Release date

September 2021

Region

United States

Survey time period

May and June, 2021

Method of interview

Questionnaire

Supplementary notes

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.

Citation formats

Issues affecting customer adoption of digital channels for CX in the U.S. 2021

Published by Jenny Yang, Sep 22, 2021

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. respondents answered that the quality of information available to the customer is to blame. Another problem highlighted by the respondents is related to customers' attitudes and their resistance to non-human channels.

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