Findings from the latest Global Customer Experience Benchmarking Report show a significant gap between top performers and their industry peers. Boardrooms need to follow through on sentiment. They need ensure that CX strategies are clearly formulated, managed and delivered.
Is Customer Experience a differentiator or detractor in your company?
NTT have surveyed hundreds of customers and compiled findings in a content-rich report.
Findings from the latest Global Customer Experience Benchmarking Report show a significant gap between top performers and their industry peers. Boardrooms need to follow through on sentiment. They need ensure that CX strategies are clearly formulated, managed and delivered.
When it comes to customer satisfaction, ease of resolution still matters most. As a result, a well-defined CX strategy and clear leadership are the foundation for a truly connected, effortless CX that will create value for your customers and business.
The Customer Experience report provides concrete actions to improve the perception of your brand and company. Above all, the 6 key topics are:
- Lead with Strategy. CX is the product of a customer experience culture. An optimized CX strategy needs an organized execution framework that reaches all employees at the frontline of customer interactions.
- Understand Customers. Data management may not be one of the most exciting activities but it is one of the most important and innovative areas for organizations seeking to realize the benefits of a CX strategy.
- Personalise Experiences. To show that you value your customers, present personalized offers based on what they value.
- Engage through Omni-channel. The strategic intent for CX and omnichannel strategies is there. Translate it across your organisation to untangle it.
- Automate intelligence. The field of customer experience automation is littered with dead proofs of concept that never could make it to the production floor.
- Optimise Performance. To create powerful connections between the business, its employees and customers, you need to optimize three things: the organization, people and technology.
Get the latest data, insights and guidance on designing a fluent ecosystem that delivers effortless CX at every customer touchpoint, through every modality, across the organization. Our Executive Guide and full access to the 2020 CX Benchmarking interactive portal is your first step towards developing an effortless experience. Access the report here.
As a matter of fact, your business must personalise the Customer Experience. Read more insights on my blog post Personalisation is about Delivering the Exception, not the Rule.
