Jack Nicholson, playing Colonel Jessup, in the 1992 film ‘A Few Good Men’, famously said, when cross-examined by Tom Cruise, playing Lieutenant (junior grade) Kaffee:
“You can’t handle the truth!”
Well, Dimension Data has just released its 2017 Global Customer Experience Benchmarking Report and this year’s report splendidly titled ‘Digital crisis or redemption – The uncomfortable truth’, will make uncomfortable reading for many leaders and executives.
Here are some highlights from the survey of 1,351 organizations across 80 different countries :
Whilst there are a huge number of additional insights in the report, fundamentally it does seem as though many firms are struggling from a lack of strategy and recurring issues of complexity, siloed operations and a lack of collaboration.
Andrew McNair, Head of Global Benchmarking at Dimension Data, summed the situation very well when he said:
“Establishing a channel presence is not a complete strategy in itself. Good strategy is about understanding what you want to accomplish, who your customers are, what your own operational and business goals are and, then, designing a plan around that. It’s not about having a scattergun approach. But, it seems that is the way that many organizations are operating right now. ”
So, yes, the report may make for uncomfortable reading for some.
But, with the number of channels set to continue to expand in the coming years, not addressing the lack of strategy could prove fatal for many.
As such, ignoring these findings is not an option.
This post was originally published on Forbes.com here.