CX in its current form is broken. That’s one of the main takeaways from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report. The global study, entitled The Connected Customer: Delivering an Effortless Experience, surveyed over 1,000 participants spanning 13 different verticals. Rob Allman, the Senior Vice President, Customer Experience at NTT commented on the 21st annual report, “The results indicate that most companies still see CX as a competitive edge and primary differentiator in the marketplace. Yet, we’re finding that the aspiration is greater than the execution.” Read more……
