Customer Experience and Employee Experience Remain Top Priorities for Organizations

Organizations are increasingly recognizing the strong link between customer experience (CX) and employee experience (EX) and their net profit. According to the NTT 2023 Global Customer Experience report, more than 90 percent of organizations see a better CX and EX as a direct benefit to their bottom line. As a result, CX remains the top priority for organizations, with EX now in the top three.

Influence of Cloud Technology

Organizations are not viewing artificial intelligence (AI) as the most important factor in future CX capabilities. Instead, they assess that cloud technology will have a greater impact. Solutions that have recently been introduced focus almost exclusively on generative AI, but organizations do not consider AI as a possible replacement for their customer service.

Business Strategy Lost

The CX and EX strategies often have different objectives than the corporate strategy. Only 26 percent of Dutch organizations say their CX strategy is fully aligned with their business strategy, and 35 percent report full alignment for their EX strategy.
The NTT 2023 Global Customer Experience report surveyed 1,442 persons with a managerial position, including 513 from the EU and 63 from the Netherlands. The results of the survey demonstrate that organizations are recognizing the importance of CX and EX and the impact they have on their bottom line. However, they are not viewing AI as the most important factor in future CX capabilities, instead assessing that cloud technology will have a greater impact. Additionally, CX and EX strategies are not always aligned with the corporate strategy.