The industry leading Global Contact Centre Benchmarking Report is reshaping to span all aspect of customer experience

1. Introducing the
2017 Global Customer
Experience
Benchmarking Report
20 October 2016
An overview

2. The Global Customer Experience
Benchmarking Report
Annual global
research
study
by Dimension Data
Reviewing all aspects of CX
from telephone to agent-assisted
digital services, full automation, to
back office support and physical site
sales and service operations
Supported by over 40
of the world’s leading industry
groups and associations
20 years
of trends, performance
analysis and best
practice techniques
7core
review sections

3. From contact centre to customer experience: our Global Benchmarking
Report tracks an industry's 20-year evolution
Some 30 years ago an industry was born
The phone-based contact centre (CC) had arrived. In the
coming years it would take on various guises to the extent
that, in its latest form, it has become unrecognizable to
many. The role played by the CC is oft misunderstood,
frequently underplayed.
It's an industry with an identity problem
Fast forward to 2016 and the traditional descriptive of the
'contact centre' is in danger of becoming redundant. As we
progress more deeply into digital, and now social, the
services, or rather channels, offered are now less important
that the customer experience (CX) that they provide.
Customer experience now a differentiator
Organizations have awoken to the reality that far from a
cost burden, the CC is their brand and a valuable asset to
win over consumers. It's front and centre of customer
interaction, telephone or digital, and the CX that's provided
is recognized by 83% of companies as a crucial market
differentiator. It's become the single most important board
room measurement of strategic performance.
So just what is a contact centre?
In reality, a CC may be a physical high street location,
programmers maintaining fully automated web channels
(think smart apps or artificial intelligence), or even, and still,
human agents answering telephones, albeit increasingly
now supporting digitally based channel choices from email,
to web chats, to social media liaisons. The average number
of supported channels is nine. Next year it may be more.
The mix offered and used will vary by organization, by
customer, by transaction type transaction. However, the
underlying common denominator is CX.
Mindsets needn't dwell on the label
A CC's real identity will come through crafting a strategy
that connects channel hopping customer journeys into a
differentiating and seamless CX. Thoughts on contact
centre role should instead be focused purely on its
contribution and capability to advancing the CX.

4. From contact centre to customer experience
In 2017, the industry
leading Global Contact Centre
Benchmarking Report is
reshaping to span all aspect of
customer experience
Celebrating 20 years of #CX
insights and trends in 2017,
Dimension Data’s Global
Customer Experience
Benchmarking Report
questionnaire is now open
our Global Benchmarking Report tracks an industry's 20-year evolution
Participate and receive your complimentary copy of the special 20th anniversary edition of the
report valued at USD 1,750

5. About the
2017 CX Report
800+ data points,
90+ analysis charts
Survey opens 3rd Oct ‘16
Survey closes 26th Nov ‘16
Analysis with context
and
recommendations on
best practices
Over 20 new
questions and
research survey
reshaped to span
entire CX spectrum
Filter global data at
8 levels inc. geography,
size, sector, brand
positioning, service,
contact & provider type
Special 20th year
anniversary edition
2017 Report launches on
28th March ‘17

6. Trend analysis on what’s happening
What it means to you
Solutions guidance on what you should do
The Global Contact
Centre Benchmarking
Report is changing
shape
Performance
analytics
Operational
delivery
Service
efficiency
Technology
systems
CX
transformation
Digital contact
channels
2017’s special edition 20th anniversary Report will
consider all aspects of CX
take a few minutes to participate in our research and secure your
own FREE copy (a value of USD $1,750 )
7 research sections
Strategy and innovation

7. Customer
Journey
What does it
span?
Can it be tracked?
How is it
measured?
Where are the
blockages?
CX performance
Where is CX failing
customer
expectations?
Does it match org.
brand values and
peer capability?
How is it being
delivered?
Omnichannel
What does it mean
to you?
What channels are
covered?
What are top
challenges?
Is IT integrated?
Hybrid Cloud
Where’s Cloud
being used?
What benefits are
users seeing?
What do they
have planned?
What are top
tech. trends?
Digital
transformation
What’s the strategy
for digital
business?
What channels are
supported – now &
future?
What’s hindering
user uptake?
Key deep dive research areas
What does good look like?

8. companies
benchmark
Why
Pinpoint
problems
Identify best
practice
Validate
performance
Get buy-in
to change
Support
business cases
Understand
trends

9. Participant
benefits…
Participants completing the
survey will receive:
1. FREE 2017 Global Customer
Experience Benchmarking Report
– a value of USD 1,750
2.FREE access to the online 2017
Benchmark Results Portal – with
personalised comparisons
3.FREE 2016 Global Contact
Centre Benchmarking Report AND
Portal - provided at end of survey
Act today for a chance to win an Apple Watch*
*terms and conditions apply

10. Frequently asked questions
Q. Why have you changed the name of the Report
A. It’s a natural evolution. CX is becoming increasingly
digitised and those services are not always managed by
the contact centre. We will still focus heavily upon
contact centres, but want to share the value of our
research with everyone involved in the CX industry.
Q. Who can take part in the survey?
A. Everyone in the CX industry (with min. operation of
20 employees). High street retailers to digital only, to
contact centres and back office - if you provide CX you’ll
find value in participating.
Q. Does it cost anything to take part?
A. No – participation is completely free. In fact
persons completing the survey receive a free Report
valued at USD 1,750
Q. What is my company has concerns about
privacy of data?
A. Participation is anonymous and the survey is strictly
confidential. The company data provided will always
remain private and won't be shared or referenced in any
way.
Q. How long does it take to complete?
A. The survey should take between 15-20 minutes to
complete. Participants have option to save as you go,
and return to it at your leisure too. It doesn’t all have to
be done at once. Getting started is the important part.
Q. How can I take part?
A. Simply click here:
http://dimensiondata.2017cxbenchmark.com/go.asp?t=
ADM

11. Benchmarking team
Andrew McNair
Head of Global Benchmarking
Dimension Data, CX
+1 778 991 0055
andrew.mcnair@dimensiondata.com
Richard Holmes
Global Benchmarking Manager
Dimension Data, CX
+44(0) 7812 009 588
richard.holmes@dimensiondata.com
Here to
support you
Sam Wood
Global Marketing Manager
Dimension Data, CX
+44(0) 7787 256 902
sam.wood@dimensiondata.com

12. Further information…
2017 Global Customer Experience Benchmarking Report
Contact us:
www.dimensiondatacx.com/benchmarking
cc.benchmarking@dimensiondata.com
@DiDataCX | #CXBenchmarking
Global CX Benchmarking Discussion Group
Dimension Data CXShowcase Page