In 2018, 37.8 percent of B2B sales organizations worldwide revealed that all employees take accountability for delivering against customer experience (CX) guidelines, with leadership championing excellent CX. During the survey, 40.8 percent of organizations stated that one of the most important drivers of CX is building customer trust/ loyalty.
Organizational operating models aligned to deliver and optimize CX worldwide 2018, by service type
Characteristic
CX is seen as relevant in some business functions only (no clear organization wide ownership)
CX is owned by individual business functions,but supported by a central CX team
CX functions share accountability, with a CX leadership role or similar driving change
All employees take accountability for delivering against CX guidelines, with leadership championing excellent CX
The source does not specify the age of respondents or the release date. The date of access was taken as the date of publication. To retrieve the data click on CX transformation, select the 1.5 question, apply Service type as a filter and press View each service type as a separate chart.
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NTT. (December 9, 2019). Organizational operating models aligned to deliver and optimize CX worldwide 2018, by service type [Graph]. In Statista. Retrieved November 10, 2024, from https://www-statista-com.ezproxy.canberra.edu.au/statistics/1080958/organizations-strategy-aligned-deliver-cx-worldwide-service-type/
NTT. "Organizational operating models aligned to deliver and optimize CX worldwide 2018, by service type." Chart. December 9, 2019. Statista. Accessed November 10, 2024. https://www-statista-com.ezproxy.canberra.edu.au/statistics/1080958/organizations-strategy-aligned-deliver-cx-worldwide-service-type/
NTT. (2019). Organizational operating models aligned to deliver and optimize CX worldwide 2018, by service type. Statista. Statista Inc.. Accessed: November 10, 2024. https://www-statista-com.ezproxy.canberra.edu.au/statistics/1080958/organizations-strategy-aligned-deliver-cx-worldwide-service-type/
NTT. "Organizational Operating Models Aligned to Deliver and Optimize Cx Worldwide 2018, by Service Type." Statista, Statista Inc., 9 Dec 2019, https://www-statista-com.ezproxy.canberra.edu.au/statistics/1080958/organizations-strategy-aligned-deliver-cx-worldwide-service-type/
NTT, Organizational operating models aligned to deliver and optimize CX worldwide 2018, by service type Statista, https://www-statista-com.ezproxy.canberra.edu.au/statistics/1080958/organizations-strategy-aligned-deliver-cx-worldwide-service-type/ (last visited November 10, 2024)
Organizational operating models aligned to deliver and optimize CX worldwide 2018, by service type [Graph], NTT, December 9, 2019. [Online]. Available: https://www-statista-com.ezproxy.canberra.edu.au/statistics/1080958/organizations-strategy-aligned-deliver-cx-worldwide-service-type/
