Best Practice Webinar

The Uncomfortable Truth About the State of Customer Experience Transformation

Featuring the 2017 Dimension Data Global Customer Experience (CX) Benchmarking Report, 20th Edition

The 2017 Global Customer Experience (CX) Benchmarking Report covers 950+ data points gathered from over 1350 participants from 80 countries providing analysis with context and recommendations on best practices.

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

You will learn the top trends from five key areas of the study:

  • Digital dominance
  • Conscious journeys
  • Data supremacy
  • Man versus machine
  • Cloud Enablement

We’ll also reveal other interesting highlights in the 2017 Global CX Benchmarking Report:

  • Customer experience is the number one driver for organizations planning a digital model. Yet, 36% of research participants don’t have a single manager responsible for customer experience.
  • Customers have a choice of nine channels to engage organizations, which is the new normal. 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.

Join Genesys and our partner, Dimension Data for this informative webinar. You’ll get the latest trends for customer experience optimization, with data from the 20th Global Customer Experience (CX) Benchmarking Report!

Meet the Speakers

Robert Allman
Group Senior Vice President, CX and Collaboration, Dimension Data

Remy Claret
Product Marketing Director, Genesys