| Characteristic | Share of respondents |
|---|---|
| Increased revenue | 61% |
| Greater customer satisfaction | 58% |
| Increased sales | 52% |
| A competitive advantage over rivals | 46% |
| Access to new market | 34% |
| Cost savings/efficiencies | 25% |
| Improved brand loyalty | 21% |
| There would be no benefits | 2% |
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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 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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