NTT Report Reveals Enhanced Customer Experience Driven by Employee Experience, Cloud, and AI Investments

A significant majority of organizations (91% globally, 92% in APAC) acknowledge the direct impact of improved employee experience (EX) on net profit, with a similar sentiment expressed for customer experience (CX).

Over half of CEOs (56% globally, 51% in APAC) strongly believe that aligning CX and EX strategies maximizes business growth. Cloud enablement is regarded as crucial for achieving desired outcomes in EX and CX by 95% of organizations (96% in APAC). Furthermore, top-performing organizations are twice as likely as underperformers to leverage AI-powered CX tools.

NTT Ltd., a prominent IT infrastructure and services company, has released its 2023 Global Customer Experience Report. The report highlights that customer experience (CX) remains a top priority for the C-suite, with 95% of organizations globally (96% in APAC) having a dedicated executive responsible for this area. Additionally, employee experience (EX) has gained significance and is now a top-3 priority for CEOs.

The findings indicate that CEOs recognize the direct impact of improved CX (92%) and EX (91%) on net profit. However, there is room for improvement, as over 80% of organizations admit that their CX and EX currently fall short, negatively affecting their business.

The data reveals that top-performing organizations are more advanced in digitalization, with cloud-based technologies, AI, automation, and machine learning playing prominent roles in their CX and EX strategies.

Key global findings from the report include:

• Cloud technology is ranked first among solutions that will shape future CX capabilities, followed by AI and predictive analytics.
• Top performers prioritize AI, while others view it as part of a three-year plan.
• Only 60% of organizations have fully aligned their CX strategy with their business strategy, and 44% report full alignment for EX strategy (compared to 74% and 58% among top performers, respectively).
• Over two-thirds (69%) of CX interactions will still require some form of human support, highlighting the importance of EX in equipping employees with the necessary tools and knowledge.
• Top performers are nearly three times more likely than underperformers to involve their cybersecurity teams in CX and EX technology decisions.

APAC-specific findings include:

• 92% of organizations agree that better EX directly affects net profit, with the same percentage agreeing for CX.
• 51% of CEOs strongly agree that aligning CX and EX strategies maximizes their impact on business growth.
• 96% of organizations consider cloud enablement crucial for achieving desired EX and CX outcomes.

Singapore-specific findings include:

• 98% of organizations agree that better EX directly affects net profit, with the same percentage agreeing for CX.
• 52% of CEOs strongly agree that aligning CX and EX strategies maximizes their impact on business growth.
• 92% of organizations perceive cloud enablement as vital for enabling EX and CX outcomes.

In conclusion, the report underscores the ongoing importance of CX for organizations and the growing significance of EX. It emphasizes the need for alignment between business strategies and CX/EX strategies while leveraging digital technologies to drive better outcomes.