2020 Customer Experience Benchmarking Report The connected customer - - PowerPoint PPT Presentation

The connected customer – delivering an effortless experience

2020 Customer Experience Benchmarking Report

Presentation deck

Annual global research study

by NTT

The Global Customer Experience

7 Core

Research Sections

Benchmarking Report Supported by

many of the World’s leading industry groups and associations

Providing a single view on all aspects of

• CX. The CXBR establishes and considers

industry trends, offer supporting context and comes with SME recommendations towards best practice

22 years

• f insights driven by
• data. The report has

been labelled our gift to the industry

We employ over

1000

dedicated CX experts Around the world

Market citizens with

• f leadership transformation

and innovation Clients managed with over 100,000 seats through our managed services for contact centers The solutions we’ve deployed enable customer engagements each year

10 years

We hold the highest levels of certifications with the industry’s leading technology partners

800

7000

delivering contact center solutions as-a-service (CCaaS) to our clients

34 years

• ver 7 billion

Trusted by 75% of Fortune 100 companies as the ideal partner, with unrivalled advisory, cloud, systems integration and managed services expertise

21 years

As published experts: GCXBR

People delivering bespoke outsourcing solutions

Customer Experience Credentials

It’s more than a report...

...it’s always on and part of the CX value proposition

Additional assets include executive guide, infographics, country highlights, video and more Global report acknowledged by associations, customers and analysts as the leading go-to reference document for CX Online Portal allows you to access all 750+ global data points, filter global results dynamically, export content, build bespoke presentations and more

View data at 10 levels

Sample overview

5 regions 1,020 respondents 78 questions 750+ data points

Data can be filtered at

10 different levels

including by function, CX maturity and brand position

CX: strategy progression

Optimized 7.6% Well advanced 21.0% In progress/developing 57.8% Still planning strategy 13.8%

Participant role

View results by job titles and/or

• peration type

Participant profile 41.2% executives and senior management 31.7% management 20.7% specialists or business support

13 industry sectors

16.0%

financial services (banking/ investment)

14.0%

technology

11.1%

professional services

9.4%

media and communications (incl. telecommunications)

7.7%

financial services (insurance)

7.2%

automotive and manufacturing

6.5%

retail and wholesale

28.1%

from 7 additional sectors

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)

Lead with CX Strategy Understand Customers Personalise Experiences Engage Through Omnichannel Automate intelligence Optimize Performance

To remain relevant in this complex, changing environment, you need to adopt an experience-centric business strategy to....

...the customer experience to create more value for your customers and business

Optimize Performance

Adapt, adopt and align to accelerate the delivery

• f a consistent customer experience

Key trends

29% say Automated CX now the dominant channel

Only 4% - 75%+ of their CX

01

54% say Majority of employees are multi skilled to allow

combination of CX channels

02

1 in 5 already use Emerging AI and machine learning to

enable productivity

03

Cloud infrastructure deployments grew another 12.0% from

past year

04

Employee centric Business Models

45.6% find mentorship based development most

effective

Cost per transaction

56% Still unclear in Assisted or Automated

Channels

Optimize

Adapt, adopt and align: accelerating the optimized CX system

27.4 29.2 31.1 42.5 44.3 50.0 53.3 AI/robotic systems (e.g. virtual assistants, machine learning, robotic process automation) Workforce optimization systems (e.g. resource planning, e-learning, knowledge management, attended virtual assistants) Cybersecurity (incl. fraud prevention) Data analytics/data visualization systems Telephony (incl. IVR) systems Interaction management (e.g. CRM, marketing automation, case management) Digital channel systems/platforms/solutions

Cloud-based analytics systems up 51.8%; deployment of cybersecurity systems rises significantly by 98.1%

What elements of technology are in the cloud?

Digital channel systems have risen 36.3% to become the most-used technology solution hosted in the cloud

What is the research telling us?

The organization

1

33% say business

functions align

20.9% see agility

needs to evolve as differentiator

62% expect salaries to

remain the same or fall while 57% expect increased role complexity

2

The people Most organisations failing to be proactive around employee engagement Need to optimize workplace acknowledged by 48% The technology

3

Only 47% list customer satisfaction data as a key measurement of success for technology projects Digital Channels in cloud rose 36.3% to come up top Cybersecurity concerns are still traditional/legacy

Design

Approach CX with a clear strategic design and execution framework

Be Agile

3

Create an agile ecosystem that brings together the latest technology, digital business methodologies, and analytics

Listen

1

Use VOC feedback, including sentiment analysis, as your compass for strategic CX decisions

2

Conclusion

To connect with and remain relevant to your customers at every touchpoint:

The difference

with NTT

We make sure you achieve what you wanted from your CX:

Understand

By adopting an experience-centric business strategy to

Personalize Integrate

• Build customer trust
• Align service to brand
• Grow the business
• Build customer loyalty
• Differentiate competitively
• Improve efficiency

Automate Optimize

your customer experience and so create more value for your customers and your business

The Next Step

Discover more insights from the 2020 Global CX Benchmarking Report and download a copy of the executive guide at hello.global.ntt

Thank you