Customer experience as a competitive differentiator worldwide by service type 2018

In 2018, 93.2 percent of B2B sales organizations worldwide revealed that they perceived customer experience (CX) as a competitive differentiator. Whereas in B2B IT helpdesk service desk support, 83 percent of respondents expressed that customer experience is a competitive differentiator for their organizations.

Share of organizations that view customer experience (CX) as a competitive differentiator worldwide in 2018, by service type

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Release date




Survey time period

April 15 to July 15, 2018

Number of respondents

1,113 respondents

Method of interview


Supplementary notes

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, select the 1.1 question, apply Service type as a filter and press View each service type as a separate chart.

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