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

The importance of customer experience (CX) and employee experience (EX) in today’s business landscape cannot be overstated. In a recent report by NTT Ltd., it was revealed that 91% of organizations believe that improving EX will directly impact their net profit, while 92% say the same about CX. This highlights the critical role that both customer and employee satisfaction play in driving business success.

One of the key findings of the report is that top-performing organizations are twice as likely as underperformers to already be using AI-powered CX tools. This underscores the importance of leveraging technology to enhance both CX and EX. Cloud enablement was also identified as vital in enabling positive outcomes in both areas, with cloud technology ranking as the top solution that will reshape future CX capabilities.

Interestingly, the report also found that only 60% of organizations say their CX strategy is fully aligned with their business strategy, and even fewer (44%) report full alignment for their EX strategy. This suggests that there is still work to be done in ensuring that CX and EX initiatives are closely integrated with overall business goals.

The data also highlights the evolving nature of work and employee engagement models, with 96% of organizations agreeing that these changes are driving new technology demands. This further emphasizes the need for organizations to invest in technologies that support both customer and employee needs.

Overall, the report underscores the importance of aligning CX and EX strategies with business objectives and leveraging technology to drive positive outcomes. Companies that prioritize CX and EX are more likely to see improvements in financial performance, customer satisfaction, and employee engagement. To learn more about the findings of the report, you can visit the NTT Ltd. website.

In conclusion, the 2023 Global Customer Experience Report by NTT Ltd. highlights the critical role that CX and EX play in driving business success. By investing in technology and aligning strategies with business objectives, organizations can create a competitive advantage and drive positive outcomes for both customers and employees.