NTT’s 2021 Global Customer Experience Benchmarking Report shows the COVID-19 pandemic highlighted both weakness and opportunity in customer experience.
Customer experience (CX) technology is setting a new baseline but still struggles to satisfy many, according to NTT’s latest CX research.
After a year of disruption to the traditional CX model, which accelerated businesses digital reliance, businesses are showing significant progress on their CX strategies and adoption of emerging technologies to meet changing customer expectations.
However, the 2021 Global Customer Experience Benchmarking Report included a voice of the customer (VoC) survey, which shines light on a potentially growing disparity between how businesses assess their own performance and how consumers perceive CX.
Issues also exist in balancing automated CX and the human touch.
For the facts and figures showing these dichotomies, check out this infographic.