In 2018, 46.8 percent ofB2B IT helpdesk organizations revealed that they possess integrated organizational wide approach to customer experience (CX), in which employee and customer input are seen as critical to solution design. During the survey, 30.4 percent of organizations stated that board level executives are responsible for all CX.
Collaboration of business functions with other to design CX worldwide in 2018, by service type
Characteristic
Business functions collaborate to define and design consistent user experiences
Integrated organizational wide approach to CX (employee and customer input are seen as critical to solution design)
CX decision making is centralized (spanning all business functions and incorporates customer inputs)
Individual business functions define and design their own CX processes
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 and select the 1.7 question, apply Service type as a filter and press View each service type as a separate chart.
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NTT. (December 10, 2019). Collaboration of business functions with other to design CX worldwide in 2018, by service type [Graph]. In Statista. Retrieved November 13, 2024, from https://www-statista-com.ezproxy.canberra.edu.au/statistics/1081322/collaboration-business-functions-design-customer-experience-worldwide-service-type/
NTT. "Collaboration of business functions with other to design CX worldwide in 2018, by service type." Chart. December 10, 2019. Statista. Accessed November 13, 2024. https://www-statista-com.ezproxy.canberra.edu.au/statistics/1081322/collaboration-business-functions-design-customer-experience-worldwide-service-type/
NTT. (2019). Collaboration of business functions with other to design CX worldwide in 2018, by service type. Statista. Statista Inc.. Accessed: November 13, 2024. https://www-statista-com.ezproxy.canberra.edu.au/statistics/1081322/collaboration-business-functions-design-customer-experience-worldwide-service-type/
NTT. "Collaboration of Business Functions with Other to Design Cx Worldwide in 2018, by Service Type." Statista, Statista Inc., 10 Dec 2019, https://www-statista-com.ezproxy.canberra.edu.au/statistics/1081322/collaboration-business-functions-design-customer-experience-worldwide-service-type/
NTT, Collaboration of business functions with other to design CX worldwide in 2018, by service type Statista, https://www-statista-com.ezproxy.canberra.edu.au/statistics/1081322/collaboration-business-functions-design-customer-experience-worldwide-service-type/ (last visited November 13, 2024)
Collaboration of business functions with other to design CX worldwide in 2018, by service type [Graph], NTT, December 10, 2019. [Online]. Available: https://www-statista-com.ezproxy.canberra.edu.au/statistics/1081322/collaboration-business-functions-design-customer-experience-worldwide-service-type/
