2 min
Customer service or customer experience has already proven to be one of the fundamental pillars on which the success of any business is supported, regardless of the size of the company, its geographic location or the sector of the economy of which it is a part.
This is why CX (Customer Xperience) professionals work continuously in the search for formulas, strategies and technologies that facilitate and promote the improvement and optimization of customer satisfaction as a sine qua non condition to increase their loyalty and, consequently, to ensure the smooth running of the business.
Among the main sources that serve this purpose, the “Global Customer Experience Benchmarking Report” that is produced every year by Dimension Data is one of the essential knowledge bases.
Often cited by leading industry analysts and specialized media, this annual report on customer experience at the global level is widely recognized as the most useful, thorough and rigorous report within its category, providing a single point of reference on the key aspects that affect the management of customer interaction in CX’s current industry.
The results report for the 2017 edition has already been published and reveals conclusions from an exhaustive global research which has consulted 1,351 professionals from 80 countries spread across all economic regions of the world and linked to 14 sectors of the economy, including the public sector, research, banking and insurance, communications, technology or retailing.
Thus, this report constitutes a solid guide for consultation so that organizations of any sector and size can implement improvements in their relationships with customers for the future.
The “Global Customer Experience Benchmarking Report” reveals key trends and highlights a number of best practices, while drawing attention to some of the most critical and uncomfortable realities in the CX sector today, for example: Why only 10% of companies include CX in their digital business optimization strategy even though 81% of them recognize that it is a key differentiator to increase competitiveness?
Consult the summary of this comprehensive study and you will be able to discover key aspects for the present and future improvement of customer service:
- How artificial intelligence and robotics are helping to optimize the customer experience.
- How the agent analysis processes can be improved in contact centers.
- What are the most innovative e-learning techniques that new digital companies can benefit from?
- Why digital strategies in CX extend business success.
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