Digital cos at crossroads: Time to take the road to crisis or redemption

According to the 2017 Global Customer Experience (CX) Benchmarking Report by Dimension Data, there is a growing gap between Indian companies committing to digitising their CX to the standards expected by modern customers versus those procrastinating on when and how to make their move.

Joe Manuele, Dimension Data's Group Executive, CX and Collaboration, said: “The world has formed a digital skin, and business, service, technology and commercial models have changed forever. However, organisations are strategically challenged to keep pace with customer behaviour.“

He said that the absence of a connected-digital strategy means that even when digital solutions are available, the customer is frequently not even aware of their existence. “The digital dilemma is deepening, and organisations need to choose a path between digital crisis and redemption.“