Strategic performance measurements according to executive teams worldwide by service type 2018

In 2018, 67.5 percent of B2B customer services' executive teams revealed that customer experience (CX) is one of the most important strategic performance measurements of an organization. During the survey, 87.2 percent of organizations stated that improving CX capability leads to an increased customer loyalty and value.

Top strategic performance measurements according to executive teams worldwide in 2018, by service type

Characteristic	Customer experience	Ease of doing business	Customer advocacy or loyalty	Commercial performance	Voice of the customer feedback/scores	Digital transformation results	Employee engagement	Corporate social responsibility	Cybersecurity threat management performance	Other
Customer services - B2B	67.5%	41.1%	34.5%	38.6%	33%	34.5%	32.5%	7.1%	3.6%	5.1%
Customer services - B2C	65.3%	40.1%	39.4%	35.3%	39%	34.4%	27.9%	7.7%	4.2%	4.5%
IT Helpdesk - service desk support - B2B	60.9%	37%	23.9%	37%	43.5%	37%	28.3%	4.3%	10.9%	6.5%
IT Helpdesk - service desk support - B2C	66.7%	51.3%	25.6%	20.5%	33.3%	30.8%	35.9%	15.4%	17.9%	2.6%
Sales - B2B	63.5%	44.6%	43.2%	51.4%	31.1%	24.3%	25.7%	4.1%	5.4%	6.8%
Sales - B2C	57.3%	39.6%	44.8%	43.8%	35.4%	33.3%	27.1%	9.4%	4.2%	3.1%

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Strategic performance measurements according to executives worldwide by service 2018