CX remains a top C-suite priority, with 95% of organisations now having a named C-suite executive responsible for this area of business, according to a new report.

NTT Ltd, an IT infrastructure and services company, released its 2023 Global Customer Experience Report, which also found that employee experience (EX) has risen in importance to become a top three priority for CEOs.

The report interviewed 1,442 CX and EX decision-makers in various business roles, across 25 countries, covering different 14 sectors.

The importance of CX and EX have driven investment and implementation of Cloud and artificial intelligence (AI) technologies across companies.

The report found that the majority of CEOs agree that improvements in CX (92%) and EX (91%) will directly affect their net profit.

However, there is room for improvement, as over 80% of organisations agree that CX and EX are currently a weak link for them, leading to a negative impact on their business.

Top-performing organisations, according to the survey, were almost twice as likely as others to be in an advanced state of digitilisation. Cloud-based technologies and AI automation and machine learning feature prominently in these top performers’ CX and EX strategies.

AI

AI was voted the number one enabler of future CX and EX strategies across the companies, with AI interfaces rising to become the norm for four in five organisations within the next 12 months.

Companies seem satisfied with their investments in AI, with 77% saying that AI is meeting or exceeding their expectations for delivering CX results, with 80% saying the same for robotics.

Further, 80% of operations managers say AI and automation are making a significant impact on removing drudgery from agent interactions.

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Cloud

Cloud is becoming increasingly common across industries – 95% of organisations saw cloud enablement is vital to CX and EX outcomes.

Further, cloud is listed as the top enabler that will positively help reshape future CX capabilities.

However, there are concerns with cloud implementation: security was the number one consideration for organisations moving to the cloud, according to the survey.

Security itself is a major concern among IT decision-makers.

46% of respondents agree strongly that current cybersecurity controls are effectively in protecting and enabling their employees where they work.

Still, top performers were nearly three times more likely to fully involve their cybersecurity teams in decision making.