This statistic depicts the biggest challenges regarding customer experience as reported by decision makers with involvement in customer experience at organizations in the United Stated in 2018. During the survey, 31 percent of respondents cited a lack of real-time customer insights as a challenge.
What are the biggest challenges currently being faced by your organization in terms of customer experience?
Characteristic
Share of respondents
Lack of real-time customer insights
31%
Operationalizing the CX
28%
Finding the budget for CX
25%
Legacy technology not being able to adjust
22%
Difficulty in measuring CX
20%
Lack of CX skills / knowledge
19%
Convincing areas of the business the importance of CX
18%
Demonstrating RoI for CX
18%
Personalization
18%
Siloed approach to managing customer experience
18%
Regularly needing to update / upgrade technology
17%
No owner or champion for CX within organizations
16%
Lack of central CX strategy
15%
Created with Highcharts 7.2.2Share of respondents31%31%28%28%25%25%22%22%20%20%19%19%18%18%18%18%18%18%18%18%17%17%16%16%15%15%13%13%Lack of real-time customer insightsOperationalizing the CXFinding the budget for CXLegacy technology not being able to adjustDifficulty in measuring CXLack of CX skills / knowledgeConvincing areas of the business the importance of CXDemonstrating RoI for CXPersonalizationSiloed approach to managing customer experienceRegularly needing to update / upgrade technologyNo owner or champion for CX within organizationsLack of central CX strategyThere are currently no CX challenges
You have no right to use this feature.
Make sure to contact us if you are interested in scientific citation.
You can upgrade your account to enable this functionality for all statistics.
This feature is not available with your current account.Request access
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 U.S. dollars 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.
Learn more about how Statista can support your business.
Verndale. (April 11, 2018). What are the biggest challenges currently being faced by your organization in terms of customer experience? [Graph]. In Statista. Retrieved June 02, 2025, from https://www.statista.com/statistics/916545/customer-experience-biggest-challenges-us/
Verndale. "What are the biggest challenges currently being faced by your organization in terms of customer experience?." Chart. April 11, 2018. Statista. Accessed June 02, 2025. https://www.statista.com/statistics/916545/customer-experience-biggest-challenges-us/
Verndale. (2018). What are the biggest challenges currently being faced by your organization in terms of customer experience?. Statista. Statista Inc.. Accessed: June 02, 2025. https://www.statista.com/statistics/916545/customer-experience-biggest-challenges-us/
Verndale. "What Are The Biggest Challenges Currently Being Faced by Your Organization in Terms of Customer Experience?." Statista, Statista Inc., 11 Apr 2018, https://www.statista.com/statistics/916545/customer-experience-biggest-challenges-us/
Verndale, What are the biggest challenges currently being faced by your organization in terms of customer experience? Statista, https://www.statista.com/statistics/916545/customer-experience-biggest-challenges-us/ (last visited June 02, 2025)
What are the biggest challenges currently being faced by your organization in terms of customer experience? [Graph], Verndale, April 11, 2018. [Online]. Available: https://www.statista.com/statistics/916545/customer-experience-biggest-challenges-us/
Profit from additional features with an Employee Account
Please create an employee account to be able to mark statistics as favorites.
Then you can access your favorite statistics via the star in the header.
Profit from the additional features of your individual account
Currently, you are using a shared account. To use individual functions (e.g., mark statistics as favourites, set
statistic alerts) please log in with your personal account.
If you are an admin, please authenticate by logging in again.