The Uncomfortable Truth About the Journey to Customer Experience Excellence

Many of us are skeptical of change. In a recent blog from my fellow product marketer Stefan Captijn, he addressed the role of the skeptic in technology.  Writing how omnichannel customer engagement can be a game-changer. It can be the answer to years of trying to keep up with ever-changing customer expectations.

Customers have a choice of nine channels to engage organizations, which is the new normal. According to Dimension Data, the number or channels will rise to 11 by 2018. In 2017, the top five channel focus areas will be virtual assistants (chatbots), instant messaging, mobile apps, video chat, and the number of enterprises that will embrace Internet of Things (IoT) is set to double.

Today’s customers demand intuitive and frictionless customer experience.  Customer experience is the number one driver for organizations planning a digital model. Yet, according to DiData, 36% of research participants don’t have a single manager responsible for customer experience. So businesses are operating in siloes, with less than a 1/3 looking at the big picture of customer experience success.

Trends in 2017 Dimension Data Global CX Benchmarking Report

For 20 years the Dimension Data Contact Center Benchmarking Report has provided the industry with a comprehensive global overview and perspective to the state of customer interactions and customer management in contact centers.  The report highlights research conducted through a comprehensive survey of contact center professionals on the current state of their contact center, including usage of various channels and tools, key pain points and plans that are most relevant to the future of the contact center.

In last year’s report, the focus trend was connected omnichannel journeys and how organizations are becoming more mature around digital and multichannel. The 2016 survey also found that capability is lacking, particularly so when reviewing the cross-channel experience.  as of 216, only 17% of organizations can locate problem hotspots and 35% can track a customer journey that spans multiple channels.

The 2017 Dimension Data Global CX Benchmarking Report delivers compelling data that begs the question – Are companies in a digital crisis?

Rob Allman, Dimension Data’s Group Principal Director, CX and Collaboration said, “The digital dilemma is deepening, and organizations need to choose a path between digital crisis or redemption. The main hurdles to digital transformation is that functionality has not met customer needs. In many instances, the customer is not even aware of its existence.

Don’t Be in Digital Crisis: Learn More Trends

Join the global Genesys webinar, The Uncomfortable Truth about the state of CX Transformation, April 19th and 20th. The webinar will be presented for North America, Europe, Latin America and Asia-Pacific time zones so find the time that’s best for you!

The 2017 Dimension Data Global Customer Experience (CX) Benchmarking Report, 20th Edition covers 950+ data points gathered from over 1,350 participants from 80 countries providing analysis with context and recommendations on best practices.

During this webinar, we will examine how well organizations are doing on their digital transformation journey to omnichannel customer experience.

The webinar will be led by me and include Mike Wells, Director of Consulting Services at Dimension Data.  Register now and receive the link to the 2017 report.

Can’t make the live event?  Register anyway!  You will receive a recording of the webinar afterwards.