Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

Research: More CX interactions, but they are changing

Blog
17th April 2017

expéclient

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.


Leave a Reply

Your email address will not be published.Required fields are marked *


David Turner
Article by: David Turner

News & Insights

Recommended for you
Solution Designer
Service Provider
Technology Enabler
News
WEBHELP TO SPONSOR JOSH LLEWELLYN-JONES’ FITNESS FEATS

    Webhelp UK, one of the country’s leading customer experience and business process outsourcers (BPO), has proudly announced its sponsorship of ultra-athlete and cystic fibrosis warrior Josh Llewellyn-Jones. It will support him through a series of remarkable fitness feats, including an attempt to lift 1,000,000 kilos in 24 hours, and to break a world record in doing so,...

News
Thomas Cook to partner with Webhelp at Falkirk customer contact centre

Thomas Cook, one of the world’s leading holiday companies, today announces the transfer of its Falkirk contact centre to Webhelp Group, a global leader in customer experience. As part of the agreement, the 300 person operation will remain in its current premises. Webhelp is a specialist...

Blog
5 tips for optimising your cash flow and avoiding a crash when your company is on the rise

Lack of cash: all fashion brands are short of cash at some time or another. This was the reason for organising a workshop entitled: "Cash is king - How to optimise cash flow at each stage of your development". It was suggested by the Fédération Française du Prêt à Porter Féminin (French...

Whitepaper
B2B Marketplaces are blossoming

Following our publication last year of " The Spring of B2B Marketplaces ": it is time to look back and to answer these questions: has there been some movement in the market? Have B2B players evolved in their marketplace business models? Is launching a new market observatory worthwhile? The answers...

Case Studies
Webhelp People Analytics

...

×

Webhelp Cookies Preference Centre

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

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 terms and contitions 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