Customer CentricityCustomer ServiceIndustry News

New research from Dimension Data reveals uncomfortable CX truths

Although organizations rank CX as their top strategic performance measure, only 13% grade their CX delivery a 9 out of 10 or better, and just 10% say their digital business strategy is optimized NEW YORK — Organizations around the world are failing to implement effective digital customer experience (CX) strategies, according …

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Customer ServiceIndustry NewsMarketing AutomationOmnichannel Service

DeviceBits’ new whitepaper addresses growth of self-service automation

COLUMBUS, Ohio — DeviceBits has released its latest whitepaper: Self-Support Automation: The New Strategy Powering Customer Service. The whitepaper highlights the transition companies are undergoing today to ease the burden of traditional customer service into more of a self-service support environment desired by consumers. Click here to access the white paper. Driven …

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Customer ServiceIndustry News

Dimension Data report: Digital customer experience missing human touch

Research shows advancements in customer experiences are being slowed by people PRESS RELEASE: NEW YORK — Dimension Data, the global ICT services and solutions provider, today announced that while digital technology is fast transforming the global contact centre industry, advancements in customer experiences are being slowed by people, and not the …

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Industry TrendsOmnichannel Service

American Express Canada wins SQM Award of Excellence for omnichannel best practices

PRESS RELEASE: TORONTO –– American Express Canada has been recognized for its world-class service, winning the Service Quality Award of Excellence for its omnichannel best practices. The award acknowledges the seamless experience American Express customers have using multiple contact channels. “At American Express, our customers will always be at the cornerstone …

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