Global Customer Experience (CX) Benchmarking Report


Welcome! I’m delighted to present the results of the 2017 Global Customer Experience (CX) Benchmarking Report.

First published in 1997, we mark the 20th anniversary of the benchmarking report this year with a special and newly expanded edition. Our report has been reshaped to span all aspects of CX – including the contact centre, digital, and physical site operations.

Joe Manuele
Group Executive – CX & Collaboration

Editors Note

Customer Experience – the uncomfortable truth.
The digital dilemma in enterprises is deepening and organisations must choose a path between digital crisis, or redemption. This is the clear message from this year’s Report.

Andrew McNair
Head of Global Benchmarking

Chapter Highlights


CX is crucial – 70.9% of boardrooms recognise CX as their most important strategic performance measure.

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Organisational appreciation of CX as a differentiator has become the top industry trend.

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Analytics voted top factor that will reshape CX industry, for 3rd year running.

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Digital uptake levels have slowed, affected by poor design, deployment and marketing.

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Human cost and productivity are being challenged as automated solutions improve.

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Organisations struggle between a strategic desire to evolve and a silo management operating model that hinders.

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Technology was the No. 1 enabler to positively transform CX services in the last five years.

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Pioneers of the digital age have reimagined business models and processes that have changed customer behaviour forever.

How do you measure up?

Benchmarking provides a vitally important reference point. It helps you gain insight into future trends, the ways in which your customers are likely to behave, and the performance levels you need to attain or aspire to. Attend a local event to personalise your results and get next steps. Register your interest here.

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About Dimension Data

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.

Case studies

Woolworths uses transformative technology to enrich its customer experience

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Reliance Securities empowers customers with omni-channel contact centre

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Hirsch’s believes mom-and-pop stores can thrive in a digital world

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