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| Stat | Source | Month/Year | |
|---|---|---|---|
| 79% of SMBs plan to offer contactless services permanently. This is higher in given industries like consumer goods (96%), retail (91%), financial services (86%), and travel & hospitality (78%). | Small and Medium Business Trends | 09/2021 | |
| 67% of SMB leaders say community support has been important to their company’s survival. | Small and Medium Business Trends | 09/2021 | |
| 69% of SMBs say government support has been important to their company’s survival. | Small and Medium Business Trends | 09/2021 | |
| 86% of consumer goods leaders say they would have been less successful during the pandemic without the digital investments they made in 2020. | Consumer Goods and the Great B2B Digital Acceleration | 07/2021 | |
99% of consumer goods companies say the pandemic accelerated their company's digital transformation.
|
Consumer Goods and the Great B2B Digital Acceleration | 07/2021 | |
| 21% of Harvard Business Review readers expect finance to be significantly involved in their companies' CX efforts over the next two years. | Making Customer Experience the Heart of the Enterprise | 07/2021 | |
| 48% of Harvard Business Review readers say they are using predictive analytics today, though 80% say they will in two years. | Making Customer Experience the Heart of the Enterprise | 07/2021 | |
| 53% of Harvard Business Review readers say overcoming organizational silos is a top-five barrier to improving CX – more than any other barrier. | Making Customer Experience the Heart of the Enterprise | 07/2021 | |
| 88% of Harvard Business Review readers say it's very important to the future success of their business to have a complete and consistent view of their customers across channels and platforms. | Making Customer Experience the Heart of the Enterprise | 07/2021 | |
| Only 10% of Harvard Business Review readers rate their organization's customer insight as excellent. | Making Customer Experience the Heart of the Enterprise | 07/2021 | |
| Only 15% of Harvard Business Review readers say their company has both a single (360-degree) view of the customer data and the organizational structure to make use of those insights. | Making Customer Experience the Heart of the Enterprise | 07/2021 | |
| 70% of executives say that improved employee experience leads directly to improved customer experience. | The Experience Equation | 11/2020 |