Group Managing Director – Digital Advisory, Digital Practice, Dimension Data
With a passion for helping organisations improve performance, Wayne’s vision has always been client- and business-centric. The result is an excellent track record for exceeding business metrics.
Video: Chapter introduction and key findings from the author
CX and customer demand for digital are the top considerations for driving digital channel strategies. Yet digital uptake levels are behind forecast. They are slowed by solution functionality that’s not meeting customer needs and poor marketing of the solution existence. CX is core to digital transformation, and digitally-relevant businesses are focusing on aligning system user experiences, both internally and externally to drive positive disruption.
This means not only changing the CX with a new application or with improved customer service, but re-arranging the entire organisation to become more agile and responsive to customer needs. Innovation is key, and organisations need to build an internal competency that enables them to continuously adapt and thrive through explorative innovation and prototyping. The development of this competency starts with strong leadership and an innovative culture, which in turn best serves customer needs.
69.7% vote CX as top reason driving digital strategies
at 56.3% emerges as second top priority
versus 52.2% motivated by commericals
Customer awareness of solution
Functions don’t meet user needs
No presence on customers' preferred channels
Can order, amend, cancel services
Can update personal information
Of smart apps now include video user guide content
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.