Our site uses cookies to make it work and to help us give you the best possible user experience. By using our site, you agree to our use of cookies. To find out more about cookies and how you can disable them, please read our cookies statement. 

Cookie Settings

You can manage your cookie settings by turning cookies on and off.

Click on the different cookie  headings to find out more about the types of cookies we use on this site and to change your settings. Please be aware that if you choose to turn off  cookies, certain areas of our site may not work and your browsing experience may be impacted.

For further information on how we use cookies, please see our cookies statement. 

Strictly Necessary Cookies

(Req)

These cookies are essential for the technical operation of and proper functioning of our site  and enable you to register and login, to easily move around our site, and to access secure areas. Without these cookies our site won't function properly.  

These cookies are required

Performance Cookies

Performance cookies allow us to collect aggregated and anonymous data on how our site is used, such as the number of visitors to our site, how you navigate around and the time spent on our site and also to identify any errors in functionality. These cookies also help us to improve the way our site works by ensuring that you can find what you’re looking for easily, to better understand what you are interested in and to measure the effectiveness of the content of our site. 

Marketing Cookies

These cookies allow us to advertise our products to you and allow us to pass this information on to our trusted third parties so that they can advertise our products to you on our behalf. All information these cookies collect is aggregated and therefore anonymous. No personal information is shared to third parties. Any personal information collected while using our website could be used for direct marketing from Dimension Data only.

Digital crisis or redemption? The uncomfortable truth about customer experience

Blog

The 2017 CX Benchmarking Report has just been released, marking 20 years of benchmarking in the contact centre and customer experience spaces. We’ve summarised some of the key statistics revealed in the report, but we encourage you to delve into the full report to ensure a full information set about how customer experience is changing the industry.

Digital dominance

The world has formed a digital skin, and it forever changes business, service, technology and commercial models. It’s also challenging organisations to keep the pace with changing customer behaviour. Findings from the 2017 Global Customer Experience Benchmarking Report revealed that:

  • 9 channel choices the norm, will rise to 11 by 2018; CX no1 driver for digital
  • 76% forecast increases in assisted-service volumes; 76% a rise in fully automated contacts
  • Virtual assistant (Chat bots) top growth focus in 2017; IoT to double

The full report explores additional digital dominance dimensions such as support services, digital transformation of CX in the next two years, and desired interaction split. It can be viewed in the full regional report.

Conscious journeys

Customers have wised up in a big way, and are more conscious of the journeys they take in their experience with brands. To keep the pace, customer journeys must be seamless, proactive, connected, automated and analysed. Omnichannel is a priority but the customer journey patterns need to be understood, designed and personalised.

Findings from this year’s report show a rise in:

  • Connecting customer journeys 2nd top factor to transforming CX in next 5 years; 83% already have some channels connected
  • 67% can now track customer journeys in some form, of those 51% have automated processes available

However, decreases have been seen in some dimensions:

  • 8% have all channels connected; Just another 30% have most connected
  • 59% channels are being managed in silos; 47% channel data not actively shared between teams
  • 72% fail to collect data to review and optimise journey patterns; 73% can’t identify blockages in processes that will impact CX

The Asia Pacific regional report also explores tracking customer journeys across multiple channels, technology trends, omnichannel strategies, and the challenges involved in tracking customer journeys. It can be viewed in the full report.

Data supremacy

The importance of understanding and harnessing (mass) data is now critical to performance, the number one trend to reshape the industry – Analyse or Die. In Asia Pacific, this year’s report findings include the following:

  • Customer analytics was no1 factor towards positive improvement in last 5 years; it’s been voted no1 for next 5 years
  • Top benefit (63%) of analytics is improving customer journey
  • 57% can now offer customised CX
  • Only 51% have customer analytic systems; 35% possess Big Data analytic solutions
  • 30% using analytics to inform channel/contact management strategy
  • Just 47% have agent analytics; 27% of analytic systems don’t meet current needs

This dimension also looks at trends that will shape CX in the next five years and what business information tools are available, and can be viewed in the full report.

Man versus machine

CX robotics in the form of automation, A.I. and IoT are creating a new reality, demanding a new approach. Human cost and productivity is challenged as these capabilities improve. The top 5 channel focus areas include:

  1. Virtual assistant (chat bots)
  2. Proactive automation
  3. Web chat
  4. IoT
  5. Video chat

*Phone volumes globally have dropped by 17% since 2015

This dimension also explores factors driving digital transformation, how technology meets current and future needs, and explores response and handle times. More can be viewed in the full report.

Previous Article: It takes teamwork to make the dream work: my top 5 lessons in leadership Next Article: Why abstraction and automation are critical to hybrid IT

You may be interested in

Customer service
Blog

Are customers at the heart of your business strategy?

It’s an accepted truth that the organisations that will thrive are those who put their customers at the centre of their business strategy - but why?

Read blog
Woman checking her phone
Blog

Performance management gets personal

Understanding the end user’s experience is key to the future of business agility.

Read blog
Aerial view of buildings
Blog

IT Trends 2018: Transforming customer experiences and business outcomes with the Internet of Things

It was in 1909 that Harry Gordon Selfridge, founder of Selfridges, coined the phrase ‘the customer is always right’ and went on to embed the philosophy across his retail empire.

Read blog
A woman speaking into her smartwatch
Blog

Kiss customer authentication issues goodbye

Your voice is your password with biometric authentication. There’s an exciting trend in customer analytics and it’s gaining massive traction.

Read blog