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.

The key to digital dominance is an outstanding customer experience

Blog

With the recent release of Dimension Data’s 2017 Global CX Benchmarking Report, the vital role of an organisation’s Customer Experience touch-points, from the contact centre to a wide array of digital channels including social media, has been thrown into sharp focus.

The world has developed a digital skin – a pervasive network of data and services that accompany, enhance and fundamentally alter the way we live, work and interact. And considering the results of this year’s 20th Anniversary Global CX Benchmarking Report, organisations of all sizes and sectors would be wise to accommodate it. Technologically literate consumers expect their corporate communications to mimic their private ones – digitally focused, always-on, omnichannel, and instant.

Key Findings

Well-established market leaders are waking up to an uncomfortable truth. No matter your track record, high performing disruptors can, and will, rise to the top by committing to the opportunities created by the digital revolution. The 2017 Global CX Benchmarking Report reveals that 83% of businesses already realise the potential of outstanding CX to be a key competitive differentiator, and that digital CX transformation can result in cost savings (reported by 85% of respondents) and a boost in revenue and profits (reported by 88% of respondents).

Although awareness is high, transformative action continues to lag behind. Just 17% of respondents rate their own CX delivery with a score of 9/10 or higher, and only 14% consider their digital business strategy to be optimised – failings that can likely be attributed to a lack of clearly defined roles and mandates for CX managers. 35% of respondents admit to not having a single person in charge of CX, and of those who do, just 40% are at board level.

But change is happening, driven forward by ever more competitive business landscapes and digitally demanding consumers. Our report shows that the average number of contact channel options is currently at 9, and this number is expected to rise to 11 within one year. Chatbots and virtual assistants are a top growth focus for 2017, and this trend is also expected to continue – 76% of respondents predict a rise in assisted-service volumes, as well as an increase in fully automated points of contact.

Previous Article: Are you facing an uncomfortable truth about CX in your organisation? Next Article: Five tips on building teams that deliver an exceptional client experience

You may be interested in

Woman working on a tablet
Blog

Your network is a goldmine of business intelligence

Network insight is giving us new ways to monetise infrastructure. It’s driving the creation of new forms of value in the workplace and in customer engagement, increasing productivity and revenue.

Read blog
City landscape in the clouds
Blog

Programmable infrastructure delivers business results faster

Programmability is all about automation. Programmability allows you to do things more quickly with greater accuracy using fewer resources.

Read blog
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
Data centre
Blog

The data centre is dead! Long live the data centre!

The growing use of public cloud platforms as an element of IT infrastructure, with focus on the cloud, results in many organisations not paying enough attention to their own data centres.

Read blog