236: Dimension Data – Customer Experience Report Highlights Digital Strategy Challenges
I recently read that many organizations around the world are failing to implement effective digital customer experience (CX) strategies, in new research from Dimension Data. In fact, just one in 10 organizations (9.5%) considers their digital business strategy to be optimized, leading to disjointed CX solutions.
As digital and automated channels fail to meet user needs, digital is not displacing traditional phone interactions – or reducing cost obstacles – at the speed companies desire. There are bright points, though, as 81% of organizations cite CX as a competitive differentiator. The top factor driving digital transformation is improving CX, followed by customer demands for digital – with companies reporting benefits associated with improving CX including:
- Increased customer loyalty (92%)
- An uplift in revenue (84%)
- Cost savings (79%)
It’s a fascinating report and I felt compelled to find out more so I invited Matthew Saskin, Managing Principal Consultant – Customer Experience at Dimension Data to speak with us tonight
Matthew Saskin is a Managing Principal Consultant in Dimension Data’s Consulting Services organization, working to help clients develop comprehensive strategies and roadmaps for their contact centers, with a specific focus on customer experience and customer engagement innovation and improvement. Prior to joining Dimension Data, Matthew has worked in the enterprise and service provider spaces in roles including consulting, engineering and operations management, and enterprise architecture.
Matthew Saskin,Over the course of his career, Matthew has worked with clients of all sizes ranging from mid-market through 10,000+ seat contact centers across verticals as diverse as Retail, Health Care, Manufacturing, Financial Services, Insurance, and Mining and Materials. Beyond contact center architecture and customer care strategy, Matthew has a significant background in ITIL-aligned service delivery and operations as well as large/complex enterprise IT architectures spanning numerous technology domains.
This diverse experience allows Matthew to communicate effectively at all levels of a client’s organization to help refine customer care strategies and business processes and ensure technology solutions are in place as business enablers.