Digital dominance

CX strategies are challenged to keep pace. Digital has not displaced traditional interaction

We say: Commit – customers demand a leap of faith.

The world has formed a digital skin. Business, service, technology and commercial models have changed forever. Organisations are strategically challenged to keep pace with customer behaviour.


channel choices the norm, will rise to 11 by 2018; CX no1 driver for digital

Customer demand for digital solutions has never been greater, yet digital interaction levels have fallen short of forecast. Management is being stretched by an ever-expanding channel suite to support new technologies that are being deployed as they evolve. Some have optimised their digital strategy and are surging forward.

Others are increasingly disjointed, and are focusing instead on fixing fragments of the customer experience – it’s the entire journey that counts.

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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