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The world of customer experience (CX) is constantly changing, so it is imperative to lead with an effective CX strategy to remain relevant. The 2021 Global Customer Experience Benchmark Report (CXBR) finds that the rate of organisations with ‘well advanced’ or ‘complete’ CX strategies more than doubled to 71%, up from 28% in 2020, however consumers have a different perception with only 38% saying that the quality of automated CX systems had improved over the course of the pandemic.

The Covid-19 pandemic has brought about new digital disruptors as well as a revolution in CX operating models. The responsibility from a C-suite level has doubled in the last year and there has been a significant change in organisational and customer behaviours, and a noticeable improvement in automation. Findings from this report show that disruptors and industry leaders have made concerted efforts towards augmenting their CX capabilities by paying more attention to the human element and implementing technologies that allow for greater agility and growth. As a result, hyper-automation, customer choice and a hybrid workforce are now vital elements for a growing operating model.

This year, our Global Customer Experience Benchmarking Report highlights a growing disparity between how businesses assess their own performance and how consumers perceive CX. While 87% of consumers increased their usage of digital contact channels and are happy to continue using them, only 35% of consumers are currently very satisfied with the automated CX solutions they interact with. 

Our 2021 CXBR provides insights into how, and where, enterprises can augment human capabilities with technology to develop and execute successful CX strategies with the customer at the centre. Customers want to be in the driver’s seat, to choose the way they engage with organisations and compose their own experience. Events relating to the pandemic highlighted weaknesses and opportunities in CX. While they were largely a catalyst for CX improvement, just one in three consumers interviewed for this report rated CX as ‘excellent’.

At Dimension Data we’re here to help you design and deliver a connected, intuitive, and effortless customer experience. We have the expertise to help you deliver value across all customer touchpoints. By designing an end-to-end customer centric business strategy across the full customer experience lifecycle, we will help you remain connected, wherever your customer is across their channel of choice.

If you would like more information on how we can assist you with your customer experience needs, get in touch below:

Get your copy of the 2021 Global Customer Experience Benchmarking Report

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