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Research: More CX interactions, but they are changing

17th April 2017


My colleague Helen recently blogged about the release of Dimension Data’s Global CX Benchmarking Report. I’d like to add a few further thoughts on the research and as it features feedback from 1,351 companies in over 80 countries; this is one of the most thorough explorations of customer experience around at present.

Helen mentioned the disconnect between CX being a strategic priority for most executives and their failure (so far) to actually deliver a really great experience. However, the research also features some other interesting highlights:

These are important points and worth emphasising. In particular, I would stress these observations:

What is really fascinating to observe is how various technologies, such as IoT and social networks, are having a profound effect on customer experience. With the fast development of other important technologies like Virtual Reality, I’m sure this list of priorities will need to be updated soon.

What do you think about the Dimension Data research findings? Leave a comment here or get in touch via my LinkedIn.

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David Turner
Article by: David Turner

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