Group Senior Director, CX Consulting, Dimension Data
Mike has 30 years of experience in CX, having joined Dimension Data in 2007. He’s the chief designer and architect of Dimension Data’s portfolio of CX consulting solutions.
Video: Chapter introduction and key findings from the author
There’s an overwhelming appreciation from organisations on the importance of CX. Establishing trust is the leading driver of CX, followed by the matching of service experiences to brand values. More than eight in 10 companies recognise CX as a differentiator, and it’s the number one indicator of strategic performance. It drives revenues, is proven to reduce costs and even adds to employee engagement levels, yet just one third of operations rate their own services at a level of eight out of 10 or better.
CX delivery is being damaged by a lack of process management, particularly across the expanding choice of digital pathways. Personalisation, intelligent automation and the ability to connect customer journeys powered by intelligence from analytics, will do most to reshape CX capabilities in the next five years. CX has to adapt by committing to the opportunity created by the digital revolution.
1 Builds customer trust
2 Aligns service to brand values
3 Drives business growth
4 Promotes customer loyalty
appreciate their services will be rated 7 out of ten, or less, by users, and just 12.9% rate their own CX delivery at 9 out of ten or better.
forecast increases in assisted-service volumes;
a rise in fully automated contacts
Board executive owns all CX
Non-board manager owns all CX
Manager of each contact channel
Forecast stay the same
For more information on these statistics and others see the global customer Experience (CX) Benchmark Report
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.
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.