Well, Dimension Data has just released its 2017 Global Customer Experience Benchmarking Report and this year’s report splendidly titled ‘Digital crisis or redemption - The uncomfortable truth’, will make uncomfortable reading for many leaders and executives. Further, only 9.5% of respondents think that their digital business strategy is optimized and this leads to a disjointed experience for many of their customers. This is despite the fact that 81% of organizations responded that they consider customer experience a key competitive differentiator and that they see clear benefits from improving their customer experience in terms of increased customer loyalty, increases in revenue and cost savings. However, despite the rise in the number of channels, only 8% of organizations say that they have all of their channels connected. Adrian Swinscoe is a best-selling author, speaker and consultant on customer experience.

Source: Forbes April 05, 2017 17:15 UTC