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(% of respondents, April 2019)
Data is from the June 2019 Incite Group "2020 State of Customer Service Report." 569 customer service professionals worldwide from various industries were surveyed during April 11-30, 2019. Majority of respondents were from Incite's internal database of big brands but select external partners were also used. Respondents were based in Africa (8%), Asia-Pacific (17%), Central Asia (2%), Europe (31%), Latin America (7%) and North America (31%). Respondents were from agencies (16.8%), B2B (18.5%), B2C (20.2%), NGO (2.8%), press/media (1.7%), technology partner (10.9%) and other (29.1%). Incite Group is a business intelligence company.
Which 3 Technology Trends Will Offer the Biggest Opportunity to the Customer Service Department of Businesses Worldwide by 2020? (% of respondents, by region)
What Metrics Do B2B and B2C Companies Worldwide Use to Measure ROI? (% of respondents, April 2019)
Top Channels for Customer Service in 2020 According to Customer Service Executives Worldwide (% of respondents)
Is the Customer Experience Strategy and Execution of US B2C Decision-Makers More Informed by Big Data or Small Data? (% of respondents, May 2019)
What Are the Primary Ways Companies Worldwide Measure the Success of Customer Experience (CX) Initiatives? (% of respondents, May 2019)
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