I recently read that many organizations around the world are failing to implement effective digital customer experience (CX) strategies, in new research from Dimension Data, .

In fact, just one in 10 organizations (9.5%) considers their digital business strategy to be optimized, leading to disjointed CX solutions.

As digital and automated channels fail to meet user needs, digital is not displacing traditional phone interactions – or reducing cost obstacles – at the speed companies desire.

There are bright points, though, as 81% of organizations cite CX as a competitive differentiator. The top factor driving digital transformation is improving CX, followed by customer demands for digital – with companies reporting benefits associated with improving CX including:

Increased customer loyalty (92%)
An uplift in revenue (84%)
Cost savings (79%)

Its a fascinating report and I felt compelled to find out more so I invited Matthew Saskin, Managing Principal Consultant - Customer Experience at Dimension Data to speak with us tonight