Strategy Director, Merchants Limited, a Dimension Data subsidiary company
Darren has operated in the CX space in Europe and the Middle East and Africa for over twenty years. With many years of experience in managing large scale operations, both captive and outsourced across multiple verticals.
Video: Chapter introduction and key findings from the author
Productivity and the human cost of CX are being challenged as automated solutions improve. There’s evidence of a clear breakdown between the strategic relevance of CX and operational management techniques, as complexity and commercial pressures increase. Productivity has replaced first contact resolution as the top operational focus. CX performance, the top strategic performance indicator, drops to third top priority.
The benchmarking results highlight significant inconsistency in operational process between new digital and traditional CX channels. Ease of resolution is what counts most to the customer, but cross-channel delivery is inconsistent, and overall, performance levels are falling short. Operational structures and design need to go digital if they are to keep up with evolving customer demands.
Actual = 68.4, target = 73.5
used by 69.6% of operations
Customer effort scores (CES)
Actual = 50.8, target = 58.3
used by 43.9% of operations
Net Promoter Scores (NPS™)
Actual = 34.0, target = 37.8
used by 15.8% of operations
1 Agent productivity
2 Time to answer SLA’s
3 CX performance
4 First contact resolution
1 Ease of resolution counts most towards CX
2 First call resolution (and CXs) on digital paths are lagging phone
3 Operational structures and processes need to get digitally aligned
CX - The uncomfortable truth: Performance falls short of targets as a focus on service fails to keep up with evolving customer demands.
Measure customer value
Measure customer churn
Waiting for customers
Meetings/briefing, scheduled breaks, unscheduled other, and coaching
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.