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  Planned Tablet Buying
Tablet purchasing is set to experience a seasonal post-holiday slowdown, with only 3% of respondents indicating they were planning to buy a tablet over the next six months. This is lowest reading for planned 6 month buying in a ChangeWave survey since it’s peak in 2013.		  
  Customer Experience Barriers
Respondents were asked to identify the barriers their organizations faced when trying to improve the customer journey. Keeping up with rising customer expectations (35%) has proven to be the biggest hurdle. After that two biggest impediments were from behind the scenes: dealing with the complexity of existing legacy applications (26%) and difficult to find talented/skilled workers (26%). 		 
  Who’s In-Charge of CXC?
Customer service (35%) is the department most cited as being primarily responsible for customer experience. Notably, when we change the frame of that question to be about “influence” instead of “responsibility”, we see sales departments (25%) exert more influence than their level of responsibility.		  

 

 

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