Embed Size (px)
Citation preview
Copyright © 2015 Dimension Data Copyright © 2016 Dimension Data
Introducing the 2017 Global Customer Experience Benchmarking Report
3 May 2023
An overview
Copyright © 2016 Dimension Data
The Global Customer ExperienceBenchmarking Report
Annual global research study by Dimension Data
Reviewing all aspects of CX from telephone to agent-assisted digital services, full automation, to back office support and physical site sales and service operations
Supported by over 40of the world’s leading industry groups and associations
20 yearsof trends, performance analysis and best practice techniques
7 core review sections
Copyright © 2016 Dimension Data
From contact centre to customer experience: our Global Benchmarking Report tracks an industry's 20-year evolution
Some 30 years ago an industry was bornThe phone-based contact centre (CC) had arrived. In the coming years it would take on various guises to the extent that, in its latest form, it has become unrecognizable to many. The role played by the CC is oft misunderstood, frequently underplayed.
It's an industry with an identity problemFast forward to 2016 and the traditional descriptive of the 'contact centre' is in danger of becoming redundant. As we progress more deeply into digital, and now social, the services, or rather channels, offered are now less important that the customer experience (CX) that they provide.
Customer experience now a differentiator Organizations have awoken to the reality that far from a cost burden, the CC is their brand and a valuable asset to win over consumers. It's front and centre of customer interaction, telephone or digital, and the CX that's provided is recognized by 83% of companies as a crucial market
differentiator. It's become the single most important board room measurement of strategic performance.
So just what is a contact centre?In reality, a CC may be a physical high street location, programmers maintaining fully automated web channels (think smart apps or artificial intelligence), or even, and still, human agents answering telephones, albeit increasingly now supporting digitally based channel choices from email, to web chats, to social media liaisons. The average number of supported channels is nine. Next year it may be more. The mix offered and used will vary by organization, by customer, by transaction type transaction. However, the underlying common denominator is CX. Mindsets needn't dwell on the labelA CC's real identity will come through crafting a strategy that connects channel hopping customer journeys into a differentiating and seamless CX. Thoughts on contact centre role should instead be focused purely on its contribution and capability to advancing the CX.
Copyright © 2016 Dimension Data
From contact centre to customer experience
In 2017, the industry leading Global Contact Centre Benchmarking Report is reshaping to span all aspect of customer experience
Celebrating 20 years of #CX insights and trends in 2017, Dimension Data’s Global Customer Experience Benchmarking Report questionnaire is now open
our Global Benchmarking Report tracks an industry's 20-year evolution
Participate and receive your complimentary copy of the special 20th anniversary edition of the report valued at USD 1,750
Copyright © 2016 Dimension Data
About the 2017 CX Report
800+ data points,90+ analysis charts
Survey opens 3rd Oct ‘16 Survey closes 26th Nov ‘16
Analysis with context and recommendations on best practices
Over 20 new questions and research survey reshaped to span entire CX spectrum
Filter global data at 8 levels inc. geography, size, sector, brand positioning, service, contact & provider type
Special 20th year anniversary edition 2017 Report launches on 28th March ‘17
Copyright © 2016 Dimension Data
Trend analysis on what’s happeningWhat it means to you
Solutions guidance on what you should do
The Global Contact Centre Benchmarking Report is changing shape
Performance analytics
Operational delivery
Service efficiency
Technology systems
CX transformation
Digital contact channels
2017’s special edition 20th anniversary Report will consider all aspects of CX
take a few minutes to participate in our research and secure your own FREE copy (a value of USD $1,750 )
7 research sections
Strategy and innovation
Copyright © 2016 Dimension Data
Customer Journey
What does it span?
Can it be tracked?
How is it measured?
Where are the blockages?
CX performance
Where is CX failing customer expectations?
Does it match org. brand values and peer capability?
How is it being delivered?
Omnichannel
What does it mean to you?
What channels are covered?
What are top challenges?
Is IT integrated?
Hybrid Cloud
Where’s Cloud being used?
What benefits are users seeing?
What do they have planned?
What are top tech. trends?
Digital transformation
What’s the strategy for digital business?
What channels are supported – now & future?
What’s hindering user uptake?
Key deep dive research areas
What does good look like?
Copyright © 2016 Dimension Data
companiesbenchmark
Why Pinpoint problems
Identify best practice
Validate performance
Get buy-in to change
Support business cases
Understand trends
Copyright © 2016 Dimension Data
Participant benefits…
Participants completing the survey will receive:1. FREE 2017 Global Customer
Experience Benchmarking Report – a value of USD 1,750
2.FREE access to the online 2017 Benchmark Results Portal – with personalised comparisons
3.FREE 2016 Global Contact Centre Benchmarking Report AND Portal - provided at end of survey
Act today for a chance to win an Apple Watch**terms and conditions apply
Copyright © 2016 Dimension Data
Frequently asked questions
Q. Why have you changed the name of the Report
A. It’s a natural evolution. CX is becoming increasingly digitised and those services are not always managed by the contact centre. We will still focus heavily upon contact centres, but want to share the value of our research with everyone involved in the CX industry.
Q. Who can take part in the survey?
A. Everyone in the CX industry (with min. operation of 20 employees). High street retailers to digital only, to contact centres and back office - if you provide CX you’ll find value in participating.
Q. Does it cost anything to take part?
A. No – participation is completely free. In fact persons completing the survey receive a free Report valued at USD 1,750
Q. What is my company has concerns about privacy of data?A. Participation is anonymous and the survey is strictly confidential. The company data provided will always remain private and won't be shared or referenced in any way.
Q. How long does it take to complete?
A. The survey should take between 15-20 minutes to complete. Participants have option to save as you go, and return to it at your leisure too. It doesn’t all have to be done at once. Getting started is the important part.
Q. How can I take part?A. Simply click here: http://dimensiondata.2017cxbenchmark.com/go.asp?t=ADM
Copyright © 2016 Dimension Data
Benchmarking team
Andrew McNair Head of Global Benchmarking
Dimension Data, CX+1 778 991 0055
Richard HolmesGlobal Benchmarking Manager
Dimension Data, CX+44(0) 7812 009 588
Here to support you
Sam WoodGlobal Marketing Manager
Dimension Data, CX+44(0) 7787 256 902
Copyright © 2016 Dimension Data
Further information…2017 Global Customer Experience Benchmarking Report
Contact us:
www.dimensiondatacx.com/benchmarking
@DiDataCX | #CXBenchmarking
Global CX Benchmarking Discussion GroupDimension Data CXShowcase Page
