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This comprehensive report is crammed full of insights and guidance and aims to be a single reference point for the latest best practice CX or customer experience approaches from across the globe.
Digital crisis or redemption – the uncomfortable truth!
The research shows that digital transformation is not a debate, but a necessity to compete. In every geography, across all industry verticals, what was once viewed as a competitive advantage has now become an act of survival. Relevance in the digital age requires connections with customers that not only include multiple channels, but the interconnection of those interactions. The report shows a stark realisation that CX providers want to move faster and those who do will truly redeem themselves.
The call to action is apparent: the time to act is now.
Celebrating 20 years of CX insights and trends, our Global CX Benchmarking Report tracks an industry’s evolution over two decades.
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Dimension Data harnesses the transformative power of technology to help organisations achieve great things in the digital era. Customer experience (CX) forms part of Dimension Data’s Customer Experience (CX) and Collaboration Business Unit and enables over 7 billion customer interactions a year. We have over 33 years’ experience in planning, designing, integrating, and managing contact centres for our clients globally.