Presentation deck 2020 Customer Experience Benchmarking Report The connected customer – delivering an effortless experience
Annual global The Global research study Customer by NTT Experience 7 Core Benchmarking Report Research Sections 22 years Providing a single view on all aspects of Supported by CX . The CXBR establishes and considers of insights driven by many of the World’s industry trends, offer supporting context data. The report has and comes with SME recommendations leading industry groups been labelled our gift towards best practice and associations to the industry
Customer Experience Credentials The solutions we’ve deployed enable We employ over over 7 billion 7000 1000 customer engagements each year dedicated CX People delivering We hold the highest levels of experts bespoke outsourcing certifications with the industry’s Around the world solutions leading technology partners 10 years Market citizens with 34 years 800 delivering contact center solutions as-a-service (CCaaS) to our clients of leadership transformation and innovation Clients managed Trusted by 75% of with over 100,000 seats Fortune 100 companies as the ideal through our managed 21 years partner, with unrivalled advisory, cloud, services for contact centers systems integration and managed services As published experts: GCXBR expertise
It’s more than a report... ...it’s always on and part of the CX value proposition View data at 10 levels Global report acknowledged Online Portal allows you to access all Additional assets include executive by associations, customers and 750+ global data points, filter global guide, infographics, country highlights, analysts as the leading go-to results dynamically, export content, video and more reference document for CX build bespoke presentations and more
Sample overview 5 regions Data can be filtered at CX: strategy progression Participant role 10 different levels Optimized 7.6% View results by job titles and/or 1,020 respondents Well advanced 21.0% operation type including by function, CX 78 questions In progress/developing 57.8% maturity and brand position 750+ data points Still planning strategy 13.8% 13 industry sectors Participant profile 16.0% 9.4% 14.0% 11.1% 41.2% executives and financial services (banking/ media and communications senior management technology professional services investment) (incl. telecommunications) 31.7% management 7.7% 7.2% 6.5% 28.1% financial services (insurance) automotive and manufacturing retail and wholesale from 7 additional sectors 20.7% specialists or business support
What do analyst say about the 2020 CXBR? “Once again NTT Ltd provides key insights into what customers want and need, helping to guide organizations as they engage with customers. The data helps businesses identify where and how to invest their resources in order to differentiate and provide the effortless experiences customers are expecting and demanding. NTT’s Customer Experience Benchmarking Report is my go- to resource for unbiased data and CX research” - Blair Pleasant (Analyst) "The benchmarking report continues to be my number one go to source of validation for customer trends in the industry. This year’s report did not disappoint as it provided even more validation for the continued trends we are seeing in customer contact. ” - Nancy Jamison, Principal Analyst Customer Contact at Frost & Sullivan. “NTT continues to re -define the Customer Experience Benchmarking Report, mirroring changes in the enterprise software industry being driven by the cloud, mobility and digital transformation. The 2020 report brings timely insights on automation trends and workplace optimization while continuing to deftly chronicle the shift from voice and in person customer experience to digital.” – Sheila McGee-Smith (Analyst)
To remain relevant in this complex, changing environment, you need to adopt an experience-centric business strategy to.... Lead with Understand Personalise Engage Automate Optimize CX Strategy Customers Experiences Through intelligence Performance Omnichannel ...the customer experience to create more value for your customers and business
Optimize Performance Adapt, adopt and align to accelerate the delivery of a consistent customer experience
Optimize Adapt, adopt and align: accelerating the optimized CX system Employee centric Business Cost per transaction 56% Still unclear in Assisted or Automated Models Channels 45.6% find mentorship based development most effective Key trends 01 02 03 04 29% say Automated 54% say Majority of Cloud 1 in 5 already use CX now the dominant employees are multi infrastructure Emerging AI and channel skilled to allow deployments grew machine learning to Only 4% - 75%+ of their combination of CX another 12.0% from enable productivity CX channels past year
What elements of technology are in the cloud? Cloud-based analytics systems up 51.8%; deployment of cybersecurity systems rises Digital channel systems have risen 36.3% to become significantly by 98.1% the most-used technology solution hosted in the cloud Digital channel systems/platforms/solutions 53.3 Interaction management (e.g. CRM, marketing automation, case 50.0 management) Telephony (incl. IVR) systems 44.3 Data analytics/data visualization systems 42.5 Cybersecurity (incl. fraud prevention) 31.1 Workforce optimization systems (e.g. resource planning, e-learning, 29.2 knowledge management, attended virtual assistants) AI/robotic systems (e.g. virtual assistants, machine learning, robotic 27.4 process automation)
What is the research telling us? 1 2 3 The technology The organization The people 33% say business Only 47% list customer functions align Most organisations failing satisfaction data as a key to be proactive around measurement of success 20.9% see agility employee engagement for technology projects needs to evolve as differentiator Digital Channels in cloud rose 36.3% to come up Need to optimize 62% expect salaries to top workplace remain the same or fall acknowledged by 48% while 57% expect Cybersecurity concerns are still traditional/legacy increased role complexity
Conclusion To connect with and remain relevant to your customers at every touchpoint: 3 1 2 Be Agile Design Listen Create an agile Use VOC feedback, Approach CX with a ecosystem that brings including sentiment clear strategic design together the latest analysis, as your and execution technology, digital compass for strategic framework business CX decisions methodologies, and analytics
The difference By adopting an experience-centric business strategy to with NTT We make sure you achieve what you wanted from your CX: Understand Personalize Integrate • Build customer trust • Align service to brand • Grow the business • Build customer loyalty Automate Optimize • Differentiate competitively • Improve efficiency your customer experience and so create more value for your customers and your business
Discover more insights from the 2020 Global CX Benchmarking Report and download a copy of the executive guide at hello.global.ntt The Next Step
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