Analyst Webcast

Ambition to Execution – Revealing key insights from Dimension Data’s 2019 Global CX Benchmarking Report

On-Demand Webinar

Dimension Data’s 2019 Global CX Benchmarking Report revealed an artificial reality: a gap between CX ambitions and execution. While organizations may have a vision for their customer experience — many are finding it difficult to translate plans into reality. In this webinar, we’ll discuss key findings of the Dimension Data report, identify areas where organizational alignment is critical for CX innovation, and unpack the practical ways an organization are able to create experiences which really connects with their clients.

With a panel of experts aspects of the report will be discussed along with the practical application of these insights in your organization this year. Discussion topics to include:

  • Analyzing the gap between CX ambitions and truly customer-focused change.
  • Omnichannel strategy & connected customer journey a top three trend for empowering CX delivery; yet only 8.4% have all channels connected.
  • The desired benefits of digitalization are obstructed by the limited adoption of digital channels.
  • Employees are at the heart of CX. Meaningful customer interactions depend on employee experience and workforce optimization.
  • Transforming customer analytics and AI into market intelligence.

Meet the Speakers

Rob Allman
Group Senior Vice President, CX
Dimension Data

Gordon Sexton
AI Practice Manager
Genesys

Conor McGann
VP Engineering, Artificial Intelligence
Genesys

WATCH THE ON-DEMAND RECORDING!

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