JAKARTA - NTT Ltd., the leading infrastructure and service company TI, has just launched a 2023 Global Customer Experience Report, which reveals that customer satisfaction (customer experience/CX) is the top priority of the executive ranks (C-Level).
Globally, the report says, there is as much as 95% (96% in APAC) of companies now have a special C-Level executive in charge of this business area. In addition, employee welfare (EX) is also increasing.
The majority of CEOs agree that increasing customer satisfaction (92%) and employee welfare (91%) will directly affect their net profit.
However, there are still more than 80% of companies assessing that customer satisfaction and employee welfare are currently weak links for them, even tending to have a negative impact on their business.
In today's advanced digitalization era, cloud adoption and AI, automation, and machine learning features play an important role as the best strategy to achieve customer satisfaction and employee welfare.
Despite adopting various advanced technologies, more than two-thirds (69%) of customer satisfaction interactions still require some form of human support, meaning it is very important to provide employee welfare by facilitating them with the right tools and knowledge wherever they work.
As many as 96% of organizations agree and 45% strongly agree that the growing work patterns and employee engagement will push for technology updates.
Companies with the best performances are nearly three times more likely to fully involve their cybersecurity teams to make decisions on customer satisfaction measurement technology and employee well-being than poor-performing companies.
"Over the past few years, NTT Ltd has witnessed an increase in the relationship between customer satisfaction and employee welfare, as well as the need for technology to bridge the two," said Amit Dhingra, Executive Vice President, Managed Network and Collaboration Services, NTT Ltd.
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