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2019 Global Customer Experience Benchmarking Report

2019 Global Customer Experience Benchmarking Report

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Executive Guide

SUMMARY

This study about customer experience reveals there’s a recognition of the importance of CX and takes a look at the main benefits of robotics and AI.

CX is considered as highly important though companies say it is not offering the expected returns. Organizations are putting their efforts into designing a connected customer journey but they are having difficulties related to the integration of systems and the lack of consistency of data formats as well. CX delivery is inconsistent as a consequence.

A larger investment in robotics will see a quick modification in the digital mix, the report says. However, companies will initially have to face their concerns regarding costs, cybersecurity issues, and perhaps negative customer feedback. Companies also need ways to establish a metric to find out their return on investment. 

Regarding cybersecurity, the paper reveals that the majority of companies agree the risk of cybersecurity threats is likely to increase but automated systems will help reduce other risks at the same time. When it comes to the main barriers to developing improved security systems, limited knowledge of the company's risk profile is often mentioned by companies. Other barriers cited by organizations are a bad alignment among business and security strategies.

The study notes that companies often don't take the necessary time to think about their needs and goals before carrying out their CX initiatives due to financial pressure to see a clear return on investment. The paper reviews three essential success elements to bridging the artificial reality which are the CX strategy, target operating model, and technology enablement. 

Report download requires free registration on the publisher's website.

OUTLINE

Introduction

The CX landscape

Cybersecurity

Challenges

CX success

DETAILS

Overview

Researchfinder Rating
5 out of 5 stars
Title
2019 Global Customer Experience Benchmarking Report
Sub-Title
Executive Guide
Region
Global
Published
July 12, 2019
Publisher
dimension data
Price
FREE
Language
ENGLISH

Content

Number of Pages
25
Number of Tables
0
Number of Exhibits
7
Topics
ai, e-commerce
Tags
AI, artificial intelligence, customer experience, cyber security, digital transformation, dimension data, ecommerce, online shopping, ransomware, robotics
Methodology
Not available.
EVALUATION

What makes this report an excellent read is its quality content and insightful content.

  • Appealing design
  • Good graphs
  • Understandable language
  • Insightful findings
  • Highlighted key content

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