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That the main barrier to implement a CX program is the complexity of managing this data; 24%, the lack of evidence of the economic impact; and 18%, the scarce involvement of the management team. In this sense, Mario Taguas, vice usa phone list of DEC, indicates how "for the customer experience to transcend the entire organizational structure, the involvement of the general management is key, since it would promote this change in the business culture, eliminating the usa phone list between departments and favoring the management and measurement of CX". The B2B companies that include B2C are the ones that lead the CX Having analyzed the responses of professionals from both the B2B segment and workers from B2B2C and B2B&B2C companies to carry out the study, different conclusions have been drawn in relation to each type of company .
In this way, it has been shown that the most "pure" B2B type companies are the furthest behind in the implementation of the CX management discipline. This is mainly because there is a lack of high-level goals in the purest B2Bs. Consequently, these types of organizations rarely include the inclusion of CX among their sales pitches. However, the usa phone list barriers to usa phone list a CX program are the same in all companies, and the usa phone list that manage to excel in CX management are precisely those that measure its economic impact. On the methodology of the Study The 2nd National Study on Customer Experience Management focused on detecting and studying the level of capture, analysis and action based on customer response by the most representative companies in the country.
The aim was thus to specify the level of progress in the management of the customer experience among companies in the B2B environment. To do this, the points of view of more than 320 professionals were analysed, the results of which were usa phone list between the months of July and September 2019. A total of 236 companies participated, of which 59% are of the B2B&B2C type, 24 % B2B and 17% B2B2C. The study has been carried out by the usa phone list for the Development of Customer Experience (DEC) in collaboration with Deloitte Digital for the elaboration of insights fromtheir experiences at a professional level in real work cases.
In this way, it has been shown that the most "pure" B2B type companies are the furthest behind in the implementation of the CX management discipline. This is mainly because there is a lack of high-level goals in the purest B2Bs. Consequently, these types of organizations rarely include the inclusion of CX among their sales pitches. However, the usa phone list barriers to usa phone list a CX program are the same in all companies, and the usa phone list that manage to excel in CX management are precisely those that measure its economic impact. On the methodology of the Study The 2nd National Study on Customer Experience Management focused on detecting and studying the level of capture, analysis and action based on customer response by the most representative companies in the country.
The aim was thus to specify the level of progress in the management of the customer experience among companies in the B2B environment. To do this, the points of view of more than 320 professionals were analysed, the results of which were usa phone list between the months of July and September 2019. A total of 236 companies participated, of which 59% are of the B2B&B2C type, 24 % B2B and 17% B2B2C. The study has been carried out by the usa phone list for the Development of Customer Experience (DEC) in collaboration with Deloitte Digital for the elaboration of insights fromtheir experiences at a professional level in real work cases.