Customer Experience (CX)

Customer
Experience (CX)
Creating powerful connections
For organisations whose success is
determined by a differentiated customer
experience across a multitude of channels,
CX is known for its stand-out people,
30-year transformational track record,
and industry benchmarking.
Our customer experience consulting,
leading technology expertise, outsourcing,
cloud and technology solutions promise
to solve customer engagement challenges
and create new possibilities.
Digital transformation,
driven by customers
Contact centres have undergone an irreversible evolution over the last decade. Digital
contact in the form of mobile applications, email, web, chat, social media, and self-service
channels continues its explosive growth as popular engagement method.
This change strikes at the heart of tradition. It means that more and more contact centre
customers around the world no longer want to use the telephone to communicate with
organisations. In fact, should the evolution continue at its current pace, digital could
overtake voice-based contact within two years. Why? Because customers demand it.
The new generation of tech-savvy consumers entering the market – mostly Generation Y
– use the phone only as a last resort for queries that couldn’t be solved in any other way.
Customers younger than 40 would much rather use social media and web chat than any
other way of achieving their desired service outcomes.
So, for contact centres, the message is clear: incorporate digital channels into your
overall engagement strategy, or face extinction. But, while the opportunity presented
by digital channels and interaction is significant in terms of both cost, performance,
and customer experience, the challenge is to harness the new channels while improving
customer experience. This is proving difficult and many organisations like yours are on a
steep learning curve.
Customer journeys designed for great
customer experience
The value of customer acquisition, retention, and growth is front and centre in your modern organisation’s
thinking, and is driven by the power of the consumer. Strategically, this is causing a shift in mindset from
mass service to mass personalisation, with the aim of creating powerful connections with an increasingly
valuable customer base.
Your organisation has started to recognise that having a connected omnichannel approach to customer
experience will deliver wider business goals and drive higher revenues. But you’re challenged by the
following questions:
• How do you harness the power of big data analytics to drive personalisation and a channel strategy
based on the value of your customer interactions?
• How do you get the best return on investment from your legacy infrastructure,
yet keep up with technology evolution and advancement?
• How do you leverage new procurement and consumption models provided by cloud and hybrid
solutions?
• How do you integrate on-premise, mobile, and cloud-based technologies into a single, seamless
customer contact infrastructure, delivering differentiating customer experience?
Technical innovators to design, build and manage
Your success depends on creating a differentiated customer experience across a multitude of channels.
Dimension Data’s Customer Experience (CX) will be your partner to build that unique omnichannel journey.
Mapping a migration path and architectural design for your customer experience requires an in-depth
understanding of your IT infrastructure, architecture, and relative interdependencies and risks. We offer a
unique blend of capabilities, assets and experience that sets us apart from other service providers.
Dimension Data’s CX is known for its outstanding people, a 30-year transformational track record, and industry
benchmarking. Our customer experience consulting, leading technology expertise, outsourcing, technology, and
cloud solutions promise to solve your customer engagement challenges and create new possibilities.
CX: The evolved contact centre:
Voice
Email
Chat
Message
Web
Mobile
Social
Video
Face-toFace
Customer experience (CX) omnichannel hub
Business process
outsourcing
Ease, advocacy & personalisation through seamless interaction
Online and
mobile
Virtual
agent
Social
sensing
Web chat
and email
Proactive
and
outbound
Digital
Speech and
Interactive
voice
response
CTI and
Voice
Contact centre
Kiosk,
branch and
walk-in
Physical
Enterprise services
Cloud
Integrated real time view of the customer & organisation
On premise
Connected
enterprise
Business
applications
Customer
analytics
Workforce
optimisation
PCI & compliance
Consulting and benchmarking
Service and delivery
Our approach
Dimension Data’s consulting-led approach is founded on two key offerings:
• The Global Contact Centre Benchmarking Report – Frequently cited by industry analysts and
quoted by the media, the Dimension Data Global Contact Centre Benchmarking Report is widely
acknowledged to be the most useful, authoritative and comprehensive report of its kind. It’s designed
to provide a single point of reference on key aspects affecting customer management within today’s
contact centres. We believe it to be the most extensive global overview of its type. The Report is based
on research conducted via a comprehensive survey. We refresh the survey each year to ensure we’re
capturing the information that’s most relevant to our industry and its future.
Benchmarking provides a vitally important reference point. It helps you gain insight into future trends,
the ways in which your customers are likely to behave, and the performance levels you need to attain
or aspire to. Our Benchmarking Comparison Portal complements the Report and allows you to filter
data at eight levels, export content, and build your own presentations.
• The Customer Experience Maturity Model – As a practical and pragmatic strategic planning tool,
the Customer Experience Maturity Model assesses a contact centre’s competence and capability
against a set of operational and strategic criteria. The tool helps you to better understand your
contact centre’s current state of development, performance, operational practices and strategic
execution, and enables you to develop a roadmap for future aspirations.
Contact centres have evolved...
www.ccbenchmarking.com
Supporting better banking
at Virgin Money
Virgin Money is on a mission to make
banking better by delivering customerfocused innovation and exceptional levels of
service. Its contact centres – and its national
store network – are powered by Contact
Centre-as-a-Service, creating a highly scalable
customer management system that can flex
in line with business growth and changing
customer demand.
‘Contact Centre-as-a-Service provides us with a state-of-theart solution to support us in our quest to deliver better
banking and excellent customer service. Delivered via the
cloud, it gives us flexibility and scalability as we grow our
business and the ability to introduce new functionality
when we need it – secure in the knowledge that we will pay
only for the technology we use.’
Brian Brodie,
Sales & Marketing Director, Virgin Money
Breaking the mould: creating
sustainable competitive
advantage for Merchants BPO
Customer management outsourcing businesses
have often been castigated for their lack of
technological innovation and an unwillingness
to invest in evolving technologies ahead of
client demand.
This is hardly surprising. In an increasingly tight
margin business, speculative investment represents
higher risk. As a result, outsourcers – no less than
their clients – often depend on outmoded, inflexible
technological infrastructures that are expensive to
maintain, uneconomical to change, and prohibit access
to technological innovation. Merchants, an established
pioneer in customer management outsourcing, and its
parent, Dimension Data, decided to break the mould. By
implementing Dimension Data’s Contact Centre-as-a-Service
(CCaaS) offering – a comprehensive suite of contact centre
functionality delivered via the cloud – Merchants satisfied
its search for competitive advantage through technology.
Dimension Data migrated 90% of Merchants’ clients to
CCaaS, reducing client IT delivery costs by up to 40%. Its
margins also improved by 15% and it won significant new
business. Technology deployment times reduced by as much
as 60%, and corporate office telephony costs by 45%. The
organisation is now in the advantageous position to offer
technological innovation without speculative investments.
It has therefore achieved competitive advantage without
business risk.
We can help
you deliver:
• Revenue growth and brand advocacy –
Acquiring, retaining and developing a customer and
employee base of advocates
• Increased productivity and cost reduction –
Optimising process, people, data and technology to
increase efficiency and performance
• Flexibility and agility – Reacting positively to ever
changing environments; provisioning services on demand
Why
Dimension
Data?
•We employ over 750 dedicated contact centre experts
around the world and 4,000 people delivering bespoke
outsourcing solutions.
•We manage 700 clients with 100,000 seats through our
Managed Service for Contact Centres.
•The solutions we’ve deployed enable over 7 billion
customer interactions each year.
•Our people are referenced by the key industry vendors and
considered world leaders in their field.
•We have 10 years’ of experience delivering hosted
contact centre solutions to our clients.
•We work with top technology vendors and have the
highest levels of certification possible.
•We’ve published 16 Global Contact Centre
Benchmarking Reports to date.
•We count 79% of the Global Fortune 100 as our clients.
•Of the Global Fortune 500, 63% are also our clients.
•Our client portfolio includes 400 of the biggest ICT users
in MEA and Asia.
CS / GLMCON0009 / 05/15 © Copyright Dimension Data 2015
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