HONG KONG SAR – Media OutReach – 23 June 2023 – NTT Ltd., a leading IT infrastructure and services company, has today launched its 2023 Global Customer Experience Report, which reveals that customer experience (CX) remains a top C-suite priority, with 95% (96% in APAC) of organizations now having a named C-suite executive responsible for this business area. At the same time, employee experience (EX) has risen in importance to become a top-3 priority for CEOs.
The report found that the majority of CEOs agree that improvements in CX (92%) and EX (91%) will directly affect their net profit. However, there is room for improvement, as over 80% of organizations agree that CX and EX are currently a weak link for them, leading to a negative impact on their business.
The data reveals that top-performing organizations are almost twice as likely as others to be in an advanced state of digitalization. Cloud-based technologies and AI, automation and machine learning feature prominently in these top performers’ CX and EX strategies.
Global key findings from the report include:
Hong Kong-specific key findings from the report include:
“Over the last few years, we have witnessed an increasing link between CX and EX, and the need for them to be addressed through technology. 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,” said Amit Dhingra, Executive Vice President, Managed Network and Collaboration Services at NTT Ltd.
To read the full report, please visit: https://services.global.ntt/campaigns/2023-global-customer-experience-report
Hashtag: #NTT
The issuer is solely responsible for the content of this announcement.
As part of NTT DATA, a USD 30 billion IT services provider, NTT Ltd. is a leading IT infrastructure and services company serving 65% of the Fortune Global 500 and more than 75% of the Fortune Global 100. We lay the foundation for organizations’ edge-to-cloud networking ecosystem, simplify the complexity of their workloads across multicloud environments, and innovate at the edge of their IT environments where networks, cloud and applications converge. We offer tailored infrastructure and ensure consistent best practices in design and operations across all of our secure, scalable and customizable data centers. On the journey towards a software-defined future, we support organizations with our platform-delivered infrastructure services. We enable a connected future. Visit us at
Methodology
The 2023 Global Customer Experience Report is based on independently sourced research data. Participants were selected via random sampling on the basis that they had a direct or indirect influence on their organization’s network requirements, or decision-making authority in that regard. The total number of respondents was 1,442.
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