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New Research from Dimension Data Reveals Uncomfortable CX TruthsNEW YORK, April 4, 2017 /PRNewswire/ -- Organizations around the world are failing to implement effective digital customer experience (CX) strategies, according to new research from Dimension Data, the global IT services and solutions provider. In fact, just 1 in 10 organizations considers its digital business strategy to be optimized, leading to disjointed CX solutions. As digital and automated channels fail to meet user needs, digital is not displacing traditional phone interactions – or reducing cost obstacles – at the speed companies desire. That's all according to Dimension Data's 2017 Global Customer Experience Benchmarking Report, published today. The report, now in its 20th anniversary edition (and formerly called the Global Contact Center Benchmarking Report), addresses all aspects of the CX spectrum – from organizations' strategies to operations to technologies and more. This year, a record-breaking 1,351 organizations across industries and in 80 countries – spanning the Americas, Asia Pacific, Australia, the Middle East, Africa and Europe – participated in the research. Results reveal an uncomfortable truth: that while organizations may pay lip service to the value of CX – with 71% (76% in North America) citing it as their top, strategic performance measure – there may be more talk and less action. Just 13% of organizations (16% in North America) self-rate their CX delivery a 9 out of 10 or better, and 1 in 3 organizations (36% globally; 31% in North America) doesn't have a manager appointed who is responsible for all customer experiences. In addition, half of organizations (51% globally; 46% in North America) don't have a digital business strategy at all – or, at best, are in the process of developing one. "The digital dilemma is deepening, and organizations need to choose a path between digital crisis or redemption," said Joe Manuele, Dimension Data's group executive for CX and collaboration. "The world has formed a digital skin, and business, service, technology and commercial models have changed forever. However, organizations are strategically challenged to keep pace with customer behavior." There are bright points, though, as 81% of organizations cite CX as a competitive differentiator. The top factor driving digital transformation is improving CX, followed by customer demands for digital – with companies reporting benefits associated with improving CX including:
"The annual release of the Dimension Data Global CX Benchmarking Report is a highly anticipated event in the customer experience world," said Sheila McGee-Smith, president and principal analyst at McGee-Smith Analytics, LLC. "For 20 years now, it has offered the definitive global view of how technology is changing CX for both customers and companies. With the current explosion of devices and interaction channels, its insights are more valuable than ever for companies seeking to understand how to plan their next CX moves." Other highlights from the 2017 Global CX Benchmarking Report include:
Manuele said: "Pioneers of the digital age have reimagined business models and processes that have changed customer behavior, and the choices organizations make with their CX and digital strategies will define their future success." Click here to download a summary of the 2017 Global CX Benchmarking Report.
To view the original version on PR Newswire, visit:http://www.prnewswire.com/news-releases/new-research-from-dimension-data-reveals-uncomfortable-cx-truths-300433878.html SOURCE Dimension Data |