What We Can Learn From The NTT 2020 Global CX Benchmarking Report

May 20, 2020


The Global Customer Experience Benchmarking Report is an annual report (produced in 1977), that analyzes factors affecting customer interaction management. You’ll frequently see it quoted in the media because it’s regarded as a useful and authoritative overview of trends in the CX industry.

The data for the report is gathered from an online questionnaire with respondents to the 2020 report representing 13 industry sectors and 79 different countries. It provides CEO’s, customer service managers and other business executives with insight to support business strategy, best practices to improve operations and a framework to pinpoint problematic areas in the customer experience.

This year’s report is subtitled, “The Connected Customer: delivering an effortless experience.”

As a consumer-facing organization providing an essential service, utilities should assume a leadership role in customer experience. 

Empowering consumers to use self-service portals to stay informed about utility costs and service interruptions, translates to better usage management and allows consumers to make better-informed decisions. Utility companies can now better allocate their staff resources and optimize their business processes, resulting in reduced customer service costs.

So, what can utility companies learn from the 2020 Customer Experience Benchmarking Report?

Here are seven key survey statistics that provide insight into the findings.

  1. 81.6% of organizations agree CX offers a competitive edge, and 58% say it’s their primary differentiator.
  2. 44.5% of organizations now operate structured voice-of-the-customer programs to drive CX improvement and innovation.
  3. 73.6% of organizations operate without enterprise-wide CX analytics systems.
  4. Only 27.7% of respondents had access to context-based advice that directs relevant customer engagement based on recent contact.
  5. 66.4% of organizations engage in eight contact channels, yet two-thirds have no cross-channel contact management strategy.
  6. 77.4% of organizations believe customer operations will be positively affected by AI and CX robotics.
  7. 49.7% of organizations see the need to evolve, be agile, and be open to change.


Businesses see the need to adopt new technologies and work processes to harmonize their customer experience efforts and provide a seamless experience for their customers. They see CX as a differentiator, but also as a top company-wide approach to staying in stride with changing customer needs.

The report found that an increasingly high number of customers want access to information on demand that is not only personalized, but connected to their usage as well. While organizations see the importance of the voice-of-the-customer knowledge, they are also struggling with ways to deploy tactics throughout their company and build integrated systems.

Implementing a portal that offers real-time notifications and usage data to consumers – both on-demand and across devices – is a tactic that supports corporate objectives to improve customer experience, customer engagement, and lower customer service costs. 

The silverblaze platform helps consolidate electronic data based on how often customers are accessing self-service information and which features are being used the most. Reporting provides insight that can drive the continuous improvement of CX projects, which is why it is a highly valued and used process within all successful operations. 

For more information about implementing the silverblaze Customer Portal for Utilities – get in touch today. We’d be pleased to hear from you and answer any questions you may have.


It’s time to stop worrying about all the issues that come with low customer engagement, and instead, transform your operations to become the leading utility company in your area.

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