Improvements in customer experience (CX) and employee experience (EX) are among the top priorities for CEOs, according to a survey conducted by NTT Ltd. The majority of CEOs, 92% and 91% respectively, agree that investments in CX and EX will directly impact their net profit. The survey found that cloud technology, artificial intelligence (AI), and predictive analytics are technologies that will likely reshape future CX capabilities.
However, 80% of organizations report that CX and EX are currently weak links, negatively affecting their businesses. The findings indicate that top-performing organizations are twice as likely as others to have an advanced state of digitalization. Cloud-based technologies, AI, automation and machine learning are some of the key features that help these top performers develop CX and EX strategies.
While AI remains part of a three-year plan for most organizations, top-performing companies are already prioritizing it. According to Amit Dhingra, Executive Vice President, Managed Network and Collaboration Services at NTT Ltd, Our data shows that companies that invest in technologies to improve CX and EX are significantly more likely to stay ahead of the curve, not just in financials but also in customer and employee satisfaction.
The study reveals an increasing link between CX and EX, and the need for technology to address them. Dhingra adds that the companies that invest in CX and EX technologies perform better in terms of customer and employee satisfaction as well as financial performance.
In conclusion, investing in technologies to enhance CX and EX is crucial for businesses to stay ahead of the curve. The study shows that cloud-based technologies, AI, automation and machine learning will be crucial in the future of CX capabilities. Providing exceptional CX and EX can significantly improve customer and employee satisfaction, ultimately resulting in better financial performance.
