nlightencx
  • About Us
  • Services
    • VoC Research
    • Real-Time Research Platform
    • Strategy
    • Training
    • Customer Journey Mapping
    • Customer Experience Redesign
  • CX Masterclass
  • Media Centre
    • Blog
    • Vlog
    • Podcasts
    • Press
    • Reports
    • Case Studies
  • Careers
  • CX Handbook
  • Contact
  • Client Login
MEDIA CENTREREPORTS

The Executive Summary for the INFORMATION SERVICES SECTOR CUSTOMER EXPERIENCE RESEARCH 2022

Information Services Executive Summary

The overall self-evaluation CSI percentage of this sector is 75 %, with 83% of senior executives reporting that they act on CX as a value proposition. This indicates that the information services sector not only views CX as important, but they believe their clients/customers are satisfied with their offering.  The findings reveal that B2C companies lead the way in prioritising CX, followed by B2B2C, and B2B.  This is consistent with our previous findings across most sectors, which is that B2B is lagging in using CX as a main differentiator.

In terms of CX tools and measurement, 64% of respondents reported using Customer Journey Mapping (CJM), saying that it works well for them, with the B2B companies finding it the most effective.  All participants currently have CX measurement in place with 89% believing that it’s working.

Despite the fact that 67% of the participants (who have been in their role for 2-5 years) are in charge of CX training within their organisation, 100% lack formal CX qualifications. This means that there could be CX improvement opportunities that are being missed or overlooked.

Respondents have seen a sizable change (45%) in client expectations, with their customers demanding effortless interactions and higher standards. Some of the CX trends in this regard that are shaping the information services sector, participants observe as niche & new technology, remote working capabilities, and personalisation. This correspondents with the biggest obstacles participants are currently facing (predominantly by the B2B sector) which they reported as know-how in navigating the remote working model, adapting to digital CX, and overcoming challenges with hardware and infrastructure. In terms of issues facing South Africa, the sector highlights COVID-19 as having the biggest negative impact on their company, followed by loadshedding, price hikes, and inflation. It’s worth noting that companies are also feeling the effects of top talent immigrating overseas.

When asked what keeps participants up at night regarding their CX role, they highlighted getting the buy-in and understanding of CX across their organisation, as well as brain drain and communication gaps as top offenders. In this light, our recommendation for this sector is to consider their staff CX training options seriously. CX does not sleep, it is always evolving, just like a company’s clients, so once-off training is not sustainable. Effective training goes a long way in getting buy-in and closing service gaps.

We also recommend that respondents continue using CJM as one of their preferred CX tools since it’s one of the most effective in continuously understanding clients changing needs at every touchpoint. Lastly, with digital services being a cornerstone of this sector, to overcome hesitancies and glitches, we advise that service providers lead their digital strategy with a human-centric approach.

DOWNLOAD REPORT
We use cookies on our website to give you the most relevant experience by remembering your preferences and repeat visits. By clicking “Accept All”, you consent to the use of ALL the cookies. However, you may visit "Cookie Settings" to provide a controlled consent.
Cookie SettingsAccept All
Manage consent

Privacy Overview

This website uses cookies to improve your experience while you navigate through the website. Out of these, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may affect your browsing experience.
Necessary
Always Enabled
Necessary cookies are absolutely essential for the website to function properly. These cookies ensure basic functionalities and security features of the website, anonymously.
CookieDurationDescription
cookielawinfo-checkbox-analytics11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Analytics".
cookielawinfo-checkbox-functional11 monthsThe cookie is set by GDPR cookie consent to record the user consent for the cookies in the category "Functional".
cookielawinfo-checkbox-necessary11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookies is used to store the user consent for the cookies in the category "Necessary".
cookielawinfo-checkbox-others11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Other.
cookielawinfo-checkbox-performance11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Performance".
viewed_cookie_policy11 monthsThe cookie is set by the GDPR Cookie Consent plugin and is used to store whether or not user has consented to the use of cookies. It does not store any personal data.
Functional
Functional cookies help to perform certain functionalities like sharing the content of the website on social media platforms, collect feedbacks, and other third-party features.
Performance
Performance cookies are used to understand and analyze the key performance indexes of the website which helps in delivering a better user experience for the visitors.
Analytics
Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics the number of visitors, bounce rate, traffic source, etc.
Advertisement
Advertisement cookies are used to provide visitors with relevant ads and marketing campaigns. These cookies track visitors across websites and collect information to provide customized ads.
Others
Other uncategorized cookies are those that are being analyzed and have not been classified into a category as yet.
SAVE & ACCEPT
805C3150-0D65-481A-B97C-5F47E86C3ABD

Improve your
customer experience.

nlightencx shares the latest CX tips, trends and articles on how to create the ultimate experience for your customers.

Contact Us

  • +27 21 794 7533
  • brendon@nlightencx.com
  • Regent Square, Block A, Ground Floor, Doncaster Rd, Kenilworth, Cape Town, 7708

Quick Links

  • About Us
  • Careers
  • CX Masterclass
  • Contact Us
  • Media Centre
  • Client Login

Our Services

  • VoC Research
  • CX Training
  • CX Strategy
  • Customer Journey Mapping
  • Customer Experience Redesign
  • Real-Time Research Platform
  • Privacy Policy
  • Data Protection Policy
  • Terms and Conditions
  • Cookies Policy
  • SETA Accreditation No.13585
Strategic Member (UK)
  • nlightencx
  • nlightencx
  • nlightencx
  • nlightencx
  • © Copyright 2022

  • +27 21 794 7533
  • brendon@nlightencx.com
  • Regent Square, Block A, Ground Floor, Doncaster Rd, Kenilworth, Cape Town, 7708

  • About Us
  • Careers
  • CX Masterclass
  • Contact Us
  • Media Centre
  • Client Login
  • VoC Research
  • CX Training
  • CX Strategy
  • Customer Journey Mapping
  • Customer Experience Redesign
  • Real-Time Research Platform
  • Privacy Policy
  • Data Protection Policy
  • Terms and Conditions
  • Cookies Policy
  • SETA Accreditation No.13585
Strategic Member (UK)
  • nlightencx
  • nlightencx
  • nlightencx
  • nlightencx
  • © Copyright 2022