Biggest challenges for organizations in the U.S. regarding customer experience 2018

What are the biggest challenges currently being faced by your organization in terms of customer experience?

CharacteristicShare 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
0%10%20%30%2.5%5%7.5%12.5%15%17.5%22.5%25%27.5%32.5%35%
Download
Show detailed source information?
Register for free
Already a member?
Log in
Sources

Use Ask Statista Research Service

Release date

April 2018

Region

United States

Survey time period

November 2017 to January 2018

Number of respondents

200 respondents

Special properties

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.

Citation formats
Access all statistics starting from $2,388 USD yearly *

* For commercial use only

Basic Account

For single users
$0 USD
Always free
Access limited to Free Statistics. Premium Statistics are not included.
  • Free Statistics
Based on your interests

Starter Account

For single users
$199 USD
per month, billed annually 1
  • Free Statistics
  • Premium Statistics

Professional Account

For teams of up to 5 people
$1,299 USD
per month, billed annually 1
  • Free + Premium Statistics
  • Reports
  • Market Insights

1 All prices do not include sales tax. The account requires an annual contract and will renew after one year to the regular list price.

Statistics on " Customer service in the U.S. "

Other statistics that may interest you Customer service in the U.S.

Market overview

6

Communication channels

4

Customer satisfaction

5

Self-service

4

Digital trends

5

Further related statistics

10
All features, all contents, at all times: Learn more about our professional solutions.

* For commercial use only

Basic Account

For single users
$0 USD
Always free
Access limited to Free Statistics. Premium Statistics are not included.
  • Free Statistics
Based on your interests

Starter Account

For single users
$199 USD
per month, billed annually 1
  • Free Statistics
  • Premium Statistics

Professional Account

For teams of up to 5 people
$1,299 USD
per month, billed annually 1
  • Free + Premium Statistics
  • Reports
  • Market Insights

1 All prices do not include sales tax. The account requires an annual contract and will renew after one year to the regular list price.

Learn more about how Statista can support your business.