Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

Just 13% of execs believe they offer a great CX

Blog
12th April 2017

istock_000058955952_small.jpg

Is your customer experience (CX) a mess? New research from Dimension Data suggests that nine out of 10 organisations are not implementing an effective digital customer experience. If this data is correct then the numbers are shocking. The importance of CX has been appreciated for many years – how come it is still so disorganised?

It’s not as if executives do not understand the problem. The research indicates that 71% of companies see CX as their primary strategic objective – even higher at 76% in the USA. But although everyone says it’s their top priority, what is really happening? Just 13% of organisations rate their CX at nine out of 10 or better and 36% of organisations don’t have a manager assigned to manage CX.

It sounds like most companies today are facing a situation where they all talk a good game, but there is little action. However, there is a clear business case for change – CX needs to be taken seriously by any company that wants to survive the current turbulent business environment.

Eighty one percent of companies believe that it is CX that differentiates them from their competition. Most digital transformation programmes are now being driven by a need to improve CX and often these transformation programmes are launched as a result of customer demand for better services.

Companies report that there are many direct business benefits from focusing on an improved CX, including:

  • Increased customer loyalty (92%)
  • An uplift in revenue (84%)
  • Cost savings (79%)

The top technology trend for CX in 2017 was reported as omni-channel projects, with improved customer analytics coming second. However, just 8% of companies reported that they have all channels connected so there is still a long way to go for most on their omni-channel journey.

It’s clear that executives are prioritising an improvement to CX, but they are mostly quite far from the service customers are demanding. The coming few years will be busy as all these CX programmes are implemented in a rush to maintain loyalty.

What do you think of these research findings? Leave a comment here or get in touch directly via LinkedIn.


Helen Murray
Article by: Helen Murray

News & Insights

Solution Designer
Service Provider
Technology Enabler
Whitepaper
#4 OneShot – Culture

Table of Content: A Word : Location A Figure: 32% stock market valuation for companies with a strong customer culture Three Opinions: Culture, what impact does it have on your performance? A piece of information: At Renault, design has become THE cultural priority. A Demo : Cultural labs A B-Case: McDonald's is changing its culture to adapt to national customs A Hashtag:...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Blog
Whitepaper launch: Emotion, choice and being human in customer service

Author: Helen Murray,  Chief Customer Solutions Officer - Webhelp UK, India and South Africa Webhelp’s latest Disruptor Series Whitepaper, highlights just how important it is for brands to create emotional connections with customers. For the launch of our latest Whitepaper, ‘Emotion’,...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
New Webhelp commissioned research reveals that customers will pay more, be more loyal and recommend brands they have an Emotional Connection to.

Data shows emotional connection increases consumer action To thrive in today’s competitive landscape, it is essential that brands cultivate an emotional connection with their customers, according to a new YouGov online survey of 2,013 GB adults. Commissioned by leading customer experience...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
Webhelp raises £31,000 for charity partner Together for Short Lives

Generous Webhelp employees have raised an incredible £31,000 for Together for Short Lives, which was the company’s corporate charity partner for 2019. Led by their Engagement Ambassadors, they took part in some inventive, inspiring and fun activities to raise vital funds for Together for...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Case Studies
[Fashion] Fifty Jeans – Launch your brand without cashflow problems!

...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Load more
×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook