NTT Ltd. Launches 2023 Global Customer Experience Report: CX and EX Strategies Key to Business Growth

The importance of customer experience (CX) and employee experience (EX) has never been more crucial for organizations looking to stay ahead in today’s competitive business landscape. NTT Ltd.’s newly released 2023 Global Customer Experience Report sheds light on the significant impact that CX and EX have on a company’s bottom line, with 91% of organizations agreeing that better EX directly affects their net profit, and 92% saying the same about CX.

One of the key takeaways from the report is the growing alignment between CX and EX strategies, with 56% of CEOs strongly agreeing that aligning these two areas maximizes their impact on business growth. This highlights the interconnected nature of customer and employee experiences and the need for organizations to prioritize both equally.

Cloud enablement emerges as a vital factor in enabling positive CX and EX outcomes, with 95% of organizations recognizing its importance. Additionally, top-performing organizations are leading the way in utilizing AI-powered CX tools, being twice as likely as underperformers to already be leveraging these technologies.

The report also emphasizes the role of technology in shaping future CX capabilities, with cloud technology ranking as the top solution ahead of AI and predictive analytics. It’s clear that organizations that invest in digitalization and advanced technologies are more likely to outperform their competitors and drive better customer and employee satisfaction.

Overall, the 2023 Global Customer Experience Report underscores the critical role that CX and EX play in driving business success and the need for organizations to prioritize these areas through technology investments. To learn more about the findings of the report, you can access the full report on NTT Ltd.’s website.

As organizations continue to navigate the evolving business landscape, it’s evident that a focus on enhancing customer and employee experiences through technology will be key to staying competitive and driving growth. By aligning CX and EX strategies, leveraging cloud technologies, and embracing AI-powered tools, organizations can create a winning formula for success in the digital age.