| 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 | 18% |
| Demonstrating RoI for CX | 18% |
| Personalization | 18% |
| Siloed approach to managing customer experience | 18% |
| Regularly needing to update / upgrade technology | 17% |
| No owner or champion for CX within organizations | 16% |
| Lack of central CX strategy | 15% |
| There are currently no CX challenges | 13% |
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Source
Sources
Release date
April 2018
More information
Region
United States
Survey time period
November 2017 to January 2018
Number of respondents
200 respondents
Special properties
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.
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