NTT: 2023 Global Customer Experience Report

• AI is surging and automation is set to revolutionize the entire spectrum of CX.

• Organizations continue to invest in building AI-led capabilities to enhance their CX and differentiate themselves in the market.

• And, as automation accelerates, they’re prioritizing and redefining EX as they look to differentiate and grow.

• To keep pace with changing technology demands, organizations are prioritizing cloud and enhancing security to achieve their business goals.

NTT has tracked developments in the CX arena for more than 25 years in their Global Customer Experience Benchmarking Report series. The previous edition, published late in 2021 (some 18 months after the start of the COVID-19 pandemic), highlighted a significant transformation in CX operating models, with dedicated C-level responsibility for CX doubling in just one year. The report also documented transformational changes in organizational behavior and customer engagements, along with notable advancements in automation, collectively signifying a revolutionary shift in CX.

Yet, despite having made significant improvements in CX, organizations have acknowledged in the 2023 edition of thier report, that there are areas where enhancements can still be made: 83% of organizations agree that CX is a weak link in their product or service portfolio and that this has a negative impact on their business.

To download a copy of the report and to discover more about NTT’s CX Managed Services click here