Global CX Benchmarking Research

Robert Allman is the Group Senior Vice President for Customer Experience at Dimension Data. Based in Johannesburg, South Africa, Dimension Data operates all over the world managing and consulting on technology and they have a strong focus on CX and customer analytics.

Each year for the past 22 years, Dimension Data has published their annual Global CX benchmarking report – this is one of those reports that everyone in the industry looks out for because it has a long history and deep insights into what companies are really doing.

In this edition of CX Files Rob speaks about the findings from the 2019 research, in particular focusing on how companies are using RPA automation and AI in new CX solutions.


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