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Customer Experience in 2021

Customer Experience in 2021

How far have customer experience (CX) digitization efforts come in 2021?

How important is customer experience (CX) to your organization?

2%1 - Not at all important
3%2
11%3 - Neutral
31%4
53%5 - Very important
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442 responses

To what extent do you agree with the following: “My organization has a customer-centric culture.”

27%Strongly agree
64%Agree
5%Disagree
3%Strongly disagree
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442 responses

In your opinion, does IT play a fundamental role in building a successful CX strategy?

93%Yes
7%No
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440 responses

To what extent do you agree with the following: “IT should lead/take ownership of the CX strategy.”

13%Strongly agree
60%Agree
24%Disagree
2%Strongly disagree
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439 responses

Where does CX rank in your IT priorities for the next 12 months?

6%It’s the #1 priority
54%High priority
33%Medium priority
6%Low priority
1%Not sure
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439 responses

Where does CX rank in terms of your IT budget for the next 12 months?

3%It’s the top budgeted item
26%High share of budget
48%Medium share of budget
17%Low share of budget
4%No budget
2%Not sure
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439 responses

Do you use mostly internal or third-party tools for CX?

13%Only internal
30%Mostly internal but some third-party
34%An equal mix of internal and third-party
14%Mostly third-party but some internal
7%Only third-party
3%Not sure
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437 responses

Which of the following touch points are in place for your customers? (Select all that apply)

58%Chat bots
57%Newsletter
55%Call-to-action buttons
43%Paid search engine ads
43%Paid social ads
8%None of these
1%Other
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437 responses

When it comes to product design for CX, which of the following do you have in place? (Select all that apply, scroll down for more options)

48%Design thinking
44%Wireframes
32%Customer webinars for announcements/feedback
44%A DevOps approach
52%Internal UI/UX testing
63%Ticketing system (IT helpdesk)
23%External (third-party) UI/UX testing
29%Automated onboarding
36%Centralized user dashboard
35%Customizable user settings (e.g., for notifications)
3%None of these
0%Other
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437 responses

Do you use any of the following to measure the effectiveness of customer experience? (Select all that apply)

43%Net promoter score (NPS)
33%Experience management (XM) platform (e.g., Qualtrics)
74%Surveys
50%Email open rate/click through rate
54%Interviews/feedback sessions
23%Live network monitoring
33%Social media mention tracking
3%None of these
1%Other
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436 responses

What are your top challenges when implementing CX initiatives? (Select all that apply, scroll down for more options)

43%Data management
50%Creating a personalized experience
28%Onboarding
34%Lack of initiative ownership
24%Lack of business support
26%IAM processes
33%Time to deployment
33%Staffing issues
18%CX not prioritized
17%Lack of data capture
31%Legacy infrastructure
21%Cultural resistance to change
27%Security concerns
20%Compliance
31%Budget
1%None of these
0%Other
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435 responses

What are the top strategic customer goals for your organization in the next 12 months? (Select all that apply, scroll down for more options)

69%Increase customer engagement
30%Migrate CX tools/processes to the cloud
29%Scale CX
49%Acquire more customers
24%Create a unified, holistic CX
35%Automate CX
25%Funnel customers into new lines of revenue
15%Decrease CX-related costs
28%Strengthen CX-related security
22%Ensure CX complies with geographic or industry regulations (GDPR, HIPAA, etc.)
1%Other
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435 responses