NTT Ltd., an IT infrastructure and services company, released its 2023 Global Customer Experience Report, which reveals that customer experience (CX) remains a top C-suite priority, with 95 percent of organizations having a named C-suite executive responsible for this business area.
At the same time, employee experience (EX) has risen in importance to become a top-three priority for CEOs.
The report found that most CEOs agree improvements in CX (92 percent) and EX (91 percent) will affect their net profit. However, there is room for improvement, as more than 80 percent of organizations agree that CX and EX are weak links for them, leading to a negative impact on their business.
The data reveal that top-performing organizations are almost twice as likely as others to be in an advanced state of digitalization. Cloud-based technologies and AI, automation and machine learning feature prominently in these top performers’ CX and EX strategies.
Other key findings from the report include:
- Cloud technology tops the list of solutions that will reshape future CX capabilities, ranked ahead of AI (in second place) and predictive analytics.
- Top performers are already prioritizing AI, whereas it remains part of a three-year plan for most other organizations.
- Only 60 percent of organizations say their CX strategy is fully aligned with their business strategy, and 44 percent report full alignment for their EX strategy (compared with 74 percent and 58 percent of top performers, respectively).
- Over two-thirds (69 percent) of CX interactions will still require some form of human support in the near future, reemphasizing the importance of EX in enabling employees with the right tools and knowledge no matter where they work.
- 96 percent of organizations agree – 45 percent strongly – that evolving work and employee engagement models are driving new technology demands.
- Top performers are nearly three times more likely than underperformers to fully involve their cybersecurity teams in CX and EX technology decisions.
“Over the last few years, we have witnessed an increasing link between CX and EX, and the need for them to be addressed through technology. Our data shows that companies that invest in technologies to improve CX and EX are significantly more likely to stay ahead of the curve, not just in financials but also in customer and employee satisfaction,” said Amit Dhingra, executive vice president, Managed Network and Collaboration Services at NTT Ltd.
To read the full report, visit: https://services.global.ntt/campaigns/2023-global-customer-experience-report or visit NTT at services.global.ntt
