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More than half of businesses worldwide have dedicated CX management

Key stat: 53.2% of businesses worldwide have a dedicated customer experience (CX) management team, according to October 2023 data from GoodFirms.

Beyond the chart:

  • Some 44% of US CX professionals say their team budget increased a little YoY in 2023, while 22% say it increased a lot, per April 2023 SurveyMonkey data.
  • That may point to signs of a rebound from 2022, when our Guide to CX Agencies and Consultancies report revealed that companies were facing a critical CX resource shortage and were outsourcing their CX because of it.
  • Poor CX hurts customer loyalty, as consumers are increasingly intolerant of bad experiences. Every generation except baby boomers said they would give a company they are loyal to fewer chances after a bad customer service experience before switching to a competitor in 2023 than they did in 2021, per Five9 and Shep Hyken.

Use this chart:

  • Make the case for CX investment.

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