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NTT Redefines Customer Experience in Contemporary Business Landscape

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NTT Ltd has revealed the findings of its annual Global Customer Experience Benchmarking Report titled The Connected Customer: Delivering an effortless experience. According to the research, only 12% of Asia Pacific organizations are delivering a fully functioning experience,

According to the research, only 12% of Asia Pacific organizations are delivering a fully functioning experience, yet more than half consider customer experience to be a primary differentiator.

Many organizations also know AI and automation is the future for creating operational efficiency, hyper-personalization, and providing an effortless customer experience. Rules-based robotic solutions are the preferred option both now and in the short term with AI being the top five-year priority. However, the implementation of AI remains difficult.

And upon their study, NTT has found that the majority of organizations believe customer operations will be positively affected by AI and CX robotics. Looking forward, they continue to find solutions for the current lack of skills across their respective businesses, which is currently considered a challenge that should be tackled head-on. Across the globe, the collection of VoC feedback of companies has also been improved by 45% since 2019.

 

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