Global Customer Experience (CX) Benchmarking Report

Genesys resources

Click to view assets

2016 Benchmarking Report

Digital need a human touch in the Global Contact Centre 2016 Benchmarking Report.

Download now

Customer Engagement Hub

Create powerful connections with cloud based managed and hosted capability.

Download now

Dimension Data and Genesys presentation

Combined global capability to deliver great customer experience.

Download now

CX and the Internet of Things

Genesys and Dimension Data have the unique ability to bring IoT ecosystems together to realise great customer experience.

Watch now

Dimension Data and Genesys: A joint strategic partnership

This 20 year partnership combines unique, global capabilities to deliver great CX.

Watch now

Customer Engagement Hub

Customer Engagement Hub enables you to access technology to achieve the best, omnichannel customer engagements.

Watch now

Foreword

Welcome! I’m delighted to present the results of the 2017 Global Customer Experience (CX) Benchmarking Report.

First published in 1997, we mark the 20th anniversary of the benchmarking report this year with a special and newly expanded edition. Our report has been reshaped to span all aspects of CX – including the contact centre, digital, and physical site operations.

Joe Manuele
Group Executive – CX & Collaboration

Editors Note

Customer Experience – the uncomfortable truth.
The digital dilemma in enterprises is deepening and organisations must choose a path between digital crisis, or redemption. This is the clear message from this year’s Report.

Andrew McNair
Head of Global Benchmarking

Chapter Highlights

Strategy

CX is crucial – 70.9% of boardrooms recognise CX as their most important strategic performance measure.

Read more

CX

Organisational appreciation of CX as a differentiator has become the top industry trend.

Read more

Analytics

Analytics voted top factor that will reshape CX industry, for 3rd year running.

Read more

Digital

Digital uptake levels have slowed, affected by poor design, deployment and marketing.

Read more

Operations

Human cost and productivity are being challenged as automated solutions improve.

Read more

Efficiency

Organisations struggle between a strategic desire to evolve and a silo management operating model that hinders.

Read more

Technology

Technology was the No. 1 enabler to positively transform CX services in the last five years.

Read more

Pioneers of the digital age have reimagined business models and processes that have changed customer behaviour forever.

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.

Thank you for registering your interest.

We'll be in touch with information about your local events.

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

Watch the video

Reliance Securities empowers customers with omni-channel contact centre

Watch the video

Hirsch’s believes mom-and-pop stores can thrive in a digital world

Watch the video