The uncomfortable truth

Disjointed strategy damaging CX

We say: Organisations must choose a path between digital crisis, or redemption.

High-performing disruptors are outpacing established market leaders by committing to the opportunity created by the digital revolution.

81%

of companies recognise CX as a competitive differentiator yet just 13% self-rate their CX delivery at 9/10 or better

Organisational recognition of CX as a differentiator is evident. It’s cited as the most important strategic performance measure, building customer trust and delivering tangible benefits on commercial performance, employee engagement and customer loyalty. However, disjointed strategies, disparate management and inconsistencies in approach are damaging customer experiences.

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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