Our most recent research shows that the digital dilemma in enterprises is deepening, and that they must choose a path between digital crisis or redemption. In Asia Pacific, over 88% of organisations reported an uplift in revenue as a result of improved customer experience (CX), while 85% reported cost savings. Yet, just 40% appointed a board level executive to be responsible for CX. Organisational disconnects mean digital solution functionality is not meeting customer requirements.
From contact centres to business and IT departments, the choices you make in your CX and digital strategies will define the future success of your organisation. The 2017 Report spans all aspects of CX management and interactions. It contains 7 core sections: Strategy, CX, Analytics, Digital, Operations, Efficiency and Technology.
Quickly understand where CX is at today, and how to form effective strategies with this comprehensive infographic that condenses the report into an easy-to-read format.