Global Report 2019
Oracle Global CX Insights Report
Surveying 1,601 professionals across 20 countries, this report measures global attitudes toward customer experience, adoption of CX technology, and preparedness for the future.
1,601
Professionals Surveyed
20
Countries Represented
90%+
Agree CX is Primary Focus
40%
Identify as CX Visionaries
CX Maturity Distribution
CX Visionaries40%
CX Skeptics34%
CX Optimists17%
Plateaued9%
Marketing Leads All CX Metrics
Data-driven decisions
77%
63%
61%
Personalized experiences
42%
31%
31%
CX innovation investment
72%
56%
53%
Automation usage
77%
59%
48%
Marketing
Sales
Service
“
It's about using data to get ‘in the moment’ responses to run more effective campaigns. Real-time data is the number one conversation I'm having with customers.
Rob Tarkoff — EVP and General Manager, Oracle CX Cloud