B Evidence Grade B Graded accuracy verified by the review judge Safe to Cite Dated

89%

89% -- companies competing on customer experience for Companies (2018)

Name: Companies Competing On Customer Experience Statistics
Creator: Lighthouse Intelligence
Published: 2026-09-28

2018 · Gartner

89% of companies expect to compete mostly on the basis of customer experience (CX).

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Attribution: Gartner View source

Lighthouse Research Team

Last verified: 2026-09-28 · How we verify data →

Source verified Evidence graded

Value

89%

Unit

Percentage

Data Vintage

2018

Entity

Companies

Evidence Quality

Strong, reliable evidence

Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.

64/100 confidence

Single source - not yet corroborated

Score breakdown

Extraction

Source Trust

Citation Chain

Independence

Methodology

Freshness

Source

Gartner Primary Tier B

https://www.astutesolutions.com/blog/articles/the-value-of-virtual-agents-reducing-contact-volume-vi… ↗

Confidence: 53/100 Vintage: 2018 Channel: Common Crawl

Source Article

Virtual Agents: Reducing Contact Volume via Web Self

Original Research

Gartner · Original study ↗

Methodology

Gartner research; prior-year baseline was 36%

Methodology documented

Trend Over Time

Period	Value	Change
2015	90%
2018 (current)	89%	-1.1%
2026	81%	-9.0%

Segmentation

Industrymarketing

Cite this stat

Plain Text

Companies: 89% companies competing on customer experience. Source: Gartner (2018). Via Lighthouse Intelligence -- https://lighthousedata.io/data/gartner-companies-compete-on-cx

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<blockquote cite="https://lighthousedata.io/data/gartner-companies-compete-on-cx" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>89%</strong> -- companies competing on customer experience for Companies<br><small>Source: Gartner (2018) · <a href="https://lighthousedata.io/data/gartner-companies-compete-on-cx" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>

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